The importance of contact centres in delivering first-class customer service
Watch Jo speaking at HQN’s Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the…
Webinar: Head to Head with Heather Smith (LV= General Insurance Direct)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
As we navigate the fallout from Brexit; excellent service has never been more crucial
By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses…
We have a real opportunity to re-shape our future – let’s not waste it
By Jo Causon, CEO, The Institute of Customer Service It is hard to believe we are approaching a full year…
Webinar: Head to Head with Eric Leenders (UK Finance)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
Webinar: Head to Head with Steve Holliday (Cityfibre, Zenobe and Energy Institute)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
As customer satisfaction continues to decline, we must make service a boardroom priority
There is no doubt we are navigating one of the most challenging periods in our living history. The events of…
Customer satisfaction with retailers at lowest level since 2015
“In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in…
Webinar: Head to Head with Angela Lockwood (North Star Housing Group Ltd)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
We need our frontline workers now more than ever – let’s treat them with respect
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of…
Jo Causon on Ian King Show (Sky News)
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing…
Webinar: Head to Head with Liv Garfield (Severn Trent)
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.