Lessons in navigating the recovery ā knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Ministerās announcement of the āgreen shoots of recoveryā last week…
Head to Head with Dr Charles Young
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Reporting is crucial to protect all service workers from abuse
If you are reading these columns regularly, then you will already know how vocal I have been about the need…
Businesses need to remain relevant in order to find growth
Weāve recently had the news that the āRā 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 Ofwatās 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 arenāt 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 Fenwickās flagship London store last weekend struck a chord with me ā 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…
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.
