Listen: discussion on state of customer service on BBC Radio 5 Live
To mark the launch of Peter Cross’s new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality service. The Institute’s Director of Communications and Corporate Affairs, David Dagger, appeared on BBC 5 Live’s Breakfast show to discuss…
If people really are your most important asset, keeping them engaged is essential
Employee engagement is as critical as it has ever been for organisational success, and although the key ingredients that drive…
Unlocking potential to futureproof our workforce
This week, the Chancellorās announcement of the Autumn Budget on 26 November has reignited conversations about the UKās ability…
BBC Radio 5 Wake up to Money: Jo Causon discusses abuse of customer-facing workers
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Forbes Opinion Piece: Three Essential Qualities Of Effective Service Leaders
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put…
Beyond the chatbot: The hidden potential of AI
The use of AI has featured heavily in the news again this week. In fact, you would have had…
Service with Respect: making abuse a standalone offence against all public-facing staff
At The Institute, we launched our Service with Respect campaign back in 2020 to shine a light on the issue…
Back to business and keeping momentum in the service agenda
This weekās latestĀ inflation figuresĀ from the Office for National Statistics have issued a timely reminder of the difficult road ahead for…
Watch: Jo Causon returns to BBC Breakfast to discuss Service with Respect Campaign
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and…
Listen: Jo Causon on BBC Radio 4’s Today Programme discussing our Service with Respect Campaign
Our CEO Jo Causon joined BBC Radio 4’s Today Programme to discuss our Service with Respect campaign to highlight and…
How the hospitality sector ā and business in general ā can capitalise on evolving consumer preferences
Traditionally, many of us jet off on holiday at this time of year, to make the most of the school…
A strong service strategy is also key for business customers
A glance at some of the economic headlines this week might suggest a gloomy outlook – whether because of concerns…
Head to Head with Jesper With-Fogstrup, Group CEO (Moneypenny)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
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.
