Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Basil Scarsella CEO of the UK Power Networks. Listen to Jo and Basil discuss insights on the the…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Sarah Beale, CEO of The Association of Accounting Technicians. Listen to Jo and Sarah discuss insights on the…
So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now the cost of living crisis that I believe we are seeing a watershed in customer attitudes to their relationship with…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. One of Jo’s guests was Vicki Heslop, Director of Customer Experience at Covéa Insurance. Watch Jo and Vicki discuss insights on resilience,…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Mike Gauterin, Managing Director at BT Enterprise. Listen to Jo and Mike discuss insights on innovations he's excited…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Anna Cook, Managing Director of Service at Sky. Listen to Jo and Anna discuss insights on updating processes…
In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how tumultuous the world is, the need for robust and moral leadership feels more critical than ever. Unfortunately, positive examples in…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Paul Jenkins, Managing Director for the UK at Cabot. Listen to Jo and Paul discuss insights on his…
Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment we have been campaigning for, which introduces harsher sentencing for assaults against public-facing workers. This is a landmark moment for…
One of the issues we are passionate about at The Institute is that all customer service professionals should be treated with respect and decency by customers – and should not be exposed to threatening, abusive or even violent behaviour. This…