Recent headlines bring into sharp focus that we are living through one of the most volatile periods in history. In addition to the challenges post-Covid and the escalating cost of living crisis, reports of a so-called ‘summer of discontent’ present yet…
This week’s Jubilee celebrations come at a strange time for the country - in the wake of supply chain issues, the emerging post pandemic challenges, and the geopolitical uncertainty. Add to that to rising inflation and the escalating cost of…
Our latest deep-dive research report on Customer Behaviour launched last week made for fascinating reading. The research shows a complex and evolving customer landscape, with some important changes in behaviour that businesses need to reflect on and respond to. There…
With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and customers across the board. The latest inflation figure is 9% and that figure is expected to rise even higher this…
Watch Ian King (Sky News) interview Jo Causon, the Institute's CEO, to discuss the amendment to the Sentencing Bill and new legislation protecting frontline staff from abuse as a result of our Service with Respect Campaign. https://icsmail.wistia.com/medias/rfgbi8rg41
By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day - and it's great to see so many organisations across the nation embracing initiatives and activities to promote mental wellbeing amongst…
By Jo Causon, CEO, The Institute of Customer Service Given the external agenda of the past week, from fuel and skills shortages to rising energy prices, it is all too easy to overlook many of the positive outcomes that the…
By Jo Causon, CEO, The Institute of Customer Service Last week, we launched our latest piece of breakthrough research, examining how work culture, environment and practices could change over the next five years. The research is one of the most…
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that many of our customer service colleagues are forced to operate under. They provide a robust riposte to those tempted to…
By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to raise attention of the lack of protection afforded to customer-facing staff, I’ve never lost my capacity to be shocked by stories of customer abuse. Those…