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…
This week’s Parliamentary Bill is a welcome step forward for our Service Nation
By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to raise attention of the lack…
Webinar: Head to Head with Tara Mullen (Octopus Energy)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
Build emotional connections to retain employees
By Jo Causon, CEO, The Institute of Customer Service It’s no secret that the nation is facing a severe skills…
A reset is needed to meet the challenges we’re facing
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities…
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.
