Calling for stronger protections for all front-line service professionals
I am continually inspired by the dedication and resilience of our Service Nation, and by the businesses and individuals we at The Institute are privileged to support. For this reason, it is deeply concerning to see abuse towards service workers continue to rise – affecting the 60% of the workforce that these valued workers represent. This abuse of public-facing workers…
Less restrictive, outcome-focused regulation for innovation and service
Each year, the Chancellor’s Mansion House speech is a significant moment in the political and business calendar. And given the…
Capitalising on an increase in customer satisfaction
The findings of our latest UK Customer Satisfaction Index, launched this week, once again sent a clear signal to UK…
The Times article: John Lewis knocks M&S off top spot for customer satisfaction
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in The Times, which detailed out the top performers with…
Forbes Opinion Piece: Can Customer Service Solve The Global Consumer Confidence Crisis?
As part of her regular column with Forbes, our CEO Jo Causon reveals the economy-focused results of our latest UK…
Head to Head with Rowena Maxwell, Managing Director (Accenture)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
It is time to double down on customer service
As we move through the height of summer, it’s not just the staggering heat that’s taking some adjusting to. The…
The hidden toll on UK productivity – how ending customer abuse is not just a moral imperative, but a business necessity
The challenge surrounding UK productivity is something we’re all acutely aware of. Despite the years that have passed, we’re yet…
Customer service is a key ‘driver’ in the auto buying process
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And…
The Times article: Businesses call for action on abuse of public-facing staff
In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing…
AI and the customer experience – moving beyond “either/or”
The debate in the business world and across the media around the impact of AI on customer service continues to…
Forbes Opinion Piece: How Customer Trust Can Shield Your Business In A Crisis
As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on…
A customer-centric vision for UK growth
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment…
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.
