An all-encompassing issue – 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 abhorrent. These are the individuals who care for us when we’re unwell, provide the support that many people need to lead full lives, and are the difference between life and death every day. And let’s not forget the many doctors,…
Consumer confidence is the missing piece of the growth puzzle – 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…
It’s 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 –…
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…
Upskilling the nation to drive economic growth
When we talk about skills, we often focus on how best to support younger generations as they enter the workforce,…
FT: Human touch remains key to AI customer service strategies
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended…
Head to Head with Liz Chapman, Chief Operations Officer Europe (Equifax)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Budget will have an impact. It’s how we respond that matters
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses…
Forbes: The Key To Holiday Season Success? Reject Consumerism, Embrace Emotion
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and…
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.
