Businesses need to remain relevant in order to find growth
We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless…
Stormy conditions ahead?
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it…
Response to Ofwat consultation: Strengthening protections for customers in the Business Retail Market
Institute of Customer Service response to Ofwat’s consultation on strengthening protections for customers in the Business Retail Market.
Head to Head with Mike Gauterin (United Utilities)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Jo Causon returns to BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again, to discuss the state…
Interview with The Telegraph: Why aren’t we being served?
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this…
The last stand of the call-centre worker
The Economist featured The Institute’s latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service…
People and good data remain key to personalised service
The media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both…
Customer Service Root Cause Analysis Video
Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience by proactively understanding underlying issues,…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
UKCSI Open Webinar Jan 2024
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to both members and non-members. Our…
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.
