Stay focused on the service essentials in 2022
It’s been another demanding year for organisations in an environment beset by the pandemic, economic uncertainty and, more latterly, intensifying…
Developing and investing in people is key to retaining them
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s…
National Customer Service Week is a reminder of the importance of service excellence all year round
It was National Customer Service Week (NCSW) at the beginning of October and, like every year, it was a great…
Protecting the mental wellbeing of our service professionals is key to business success
By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day -…
Head to Head Interviews
Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Webinar: Head to Head with Michael Lewis (EON UK plc)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
As National Customer Service Week closes, reflect and celebrate our achievements
By Jo Causon, CEO, The Institute of Customer Service Given the external agenda of the past week, from fuel and…
Reset expectations to make the world of work, work for all
By Jo Causon, CEO, The Institute of Customer Service Last week, we launched our latest piece of breakthrough research, examining…
Digital technology brings colour and can enhance the service experience
By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply…
Breakthrough Research: Work with a Purpose – Building a shared vision of the future
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer…
Adding injury to insult: exploring the fear customer service workers face every day
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that…
Webinar: Head to Head with Mark Evans (Direct Line Group)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
