As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on customer service excellence can help your organisation when a crisis hits. The opinion piece discusses what to do from a…
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the halls of Westminster, along with a timely call to action for organisations and Government alike. The event marked five years…
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise of AI solutions in customer service, and what risks and opportunities this fast-evolving technology presents for organisations. Jo discusses the…
Our CEO Jo Causon returns once more to BBC Radio 5 Live's Wake up to Money, where she talks to Sean Farrington about the normalisation of 'uncertain times', and what businesses need to do keep trading and innovating in…
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but developments in recent weeks have highlighted just how likely and real the threat is. Both M&S and Co-Op have become…
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for an integrated approach to service with includes both technology and human touchpoints, in the wake of declining service levels.
In our Introduction the Academy webinar, our Director of Academy & Partnership, Stefan Parker, provided a full overview of the Academy’s training programmes, shared real-life case studies from member organisations, highlighted the key benefits members receive and hosted a Q&A…
Since the new US administration was formed in January, it has certainly been a rollercoaster ride. If anything, the pace of change and upheaval only seems to be increasing rather than settling down. In particular, the continually shifting and unfolding…
We are living in one of the most volatile, unpredictable and geopolitically uncertain environments for many decades. At the same time, the economy continues to be challenged, the cost of living is still high, and many consumers remain financially squeezed…
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain and challenging times, UK businesses need to focus on investing in their service strategy and employees in order to create…