To support the growth agenda, MPs should focus on service
At the beginning of this week, Business Secretary Peter Kyle offered a novel suggestion ā that MPsā pay should be linked to economic growth. He argued that this would incentivise parliamentarians to vote for potentially contentious pro-growth measures such as planning reform, infrastructure projects and so on. How that might work in practice is anyoneās guess. To avoid the short-termism…
UKCSI Open Webinar January 2026
We recently hosted a special version of our non-member January 2026 UKCSI launch webinar. Our CEO, Jo Causon, and the…
Another rise in customer satisfaction brings encouragement and opportunity
After what has been a whirlwind week for global dialogue and economic data at Davos, it is encouraging to be…
Daily Mail: First Direct, John Lewis and Hays Travel named Britain’s best firms for customer service
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail – highlighting the organisations leading…
Welcome upturn in customer satisfaction ā but vigilance needed in a fragile economy
As 2026 gets underway, it remains a challenging time for many consumers and businesses ā so it is reassuring and…
An all-encompassing issue ā tackling the abuse of public facing workers
The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were…
Consumer confidence is the missing piece of the growth puzzle ā service can change that
As we step into 2026, many organisations will be eager to put a year of economic uncertainty behind them and…
Listen: Jo Causon on BBC Radio Kent discussing traffic warden abuse
In her recent BBC Radio Kent interview, our CEO, Jo Causon discussed the rising problem of abuse directed at parking…
Watch: Jo Causon on BBC Breakfast discussing traffic warden abuse and Service with Respect campaign
https://icsmail.wistia.com/medias/qja26uk5eu In her BBC Breakfast interview on the issue of traffic warden abuse, our CEO, Jo Causon highlighted the growing…
Itās a Wonderful Life: Service lessons from a Christmas classic
As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend ā…
Expect the unexpected in 2026
2025 has been another helter-skelter year of unpredictable events, geopolitical instability and tough economic trading conditions. Looking forward to 2026,…
Resilience is the service watchword for 2026 and beyond
This week, I chaired our annual webinar on our Customer Service Trends and Predictions for the year ahead. Thank you…
Recording of Customer Experience Trends 2026 Webinar
Our CEO, Jo Causon was joined by Alison Jaap, Transformation Director at Connells Group, Lucinda Scott, Customer Service Director at…
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.
