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Customer Experience driving Business Performance [Podcast]
Listen to Jo Causon, Institute’s CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship…
Webinar: Head to Head with Peter Cross (John Lewis)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
As the crisis rages on; we must live for today ā but plan for tomorrow
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britainās economy experienced the…
Retail sales plummet 8.2% in January, latest ONS figures reveal
“As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are…
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. Joās 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 ā letās 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. Joās 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. Joās 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…
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.
