A strong service strategy is also key for business customers
A glance at some of the economic headlines this week might suggest a gloomy outlook – whether because of concerns over the gap in public finances being bigger than we thought, another drop in construction activity, or internal uncertainty from the Bank of England over the latest rate cut. But if we look a little deeper, there are still some…
Head to Head with Jesper With-Fogstrup, Group CEO (Moneypenny)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Forbes Opinion Piece: Tackling The Epidemic Of Violence And Abuse Against Service Workers
As part of her regular column with Forbes, our CEO Jo Causon discusses the timely and important issue of abuse…
The Guardian article: Openreach engineers trial panic alarms as incidents of abuse and assault soar
In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of…
A lesson for all of us in leading from the front
In some organisations, it can often feel as though there is a disconnect between those on the frontline and those…
Welcome uplift in customer satisfaction needs to be maintained for the long-term
The business environment remains volatile, unpredictable and hard to read. Globally, there is a challenging geopolitical landscape while at home,…
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…
Less restrictive, outcome-focused regulation for innovation and service
Each year, the Chancellorās 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 serviceĀ
As we move through the height of summer, itās not just the staggering heat thatās taking some adjusting to. The…
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.
