The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute’s UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality…
Head to Head with Matthew Pratt (Redrow)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Building a thriving future through the Service Nation
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and…
Customer service: the boardroom imperative for today and tomorrow
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better…
Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of…
Lessons in navigating the recovery – knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” 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
We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless…
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.
