Managing the customer experience is a key element of risk management
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all…
Reality not rhetoric required on customer service claims
By Jo Causon, CEO, The Institute of Customer Service Fantastic support, excellent customer service, number one for customer satisfaction! Listening…
Webinar: Head to Head with Louise Beardmore (United Utilities)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
We must accelerate our response to the Green Agenda
By Jo Causon, CEO, The Institute of Customer Service Last week’s United Nations report on the effects of climate change…
The end of the ‘pingdemic’ underlines our collective responsibility for effective service
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to…
Supply chain problems could be an opportunity to rethink how we do things
By Jo Causon, CEO, The Institute of Customer Service Of the many challenges we have faced over the past year,…
Webinar: Head to Head with Gerry McGarry (Berry)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
Customer Satisfaction Index improvement masks some significant challenges ahead
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July…
Webinar: Head to Head with Vicky Fordham-Lewis (Osborne Property Services)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
We need to protect all customer-facing staff from abuse and hostility across all sectors
By Jo Causon, CEO, The Institute of Customer Service It’s been a year since we launched our Service with Respect…
Webinar: Head to Head with Oke Eleazu (Bought by Many)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
As customer service complaints rise, organisations need to address the root cause
By Jo Causon, CEO, The Institute of Customer Service The events of the past year have shaken the customer experience…
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.
