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…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Dr Peter Carter, an independent health consultant and former Chief Executive and General Secretary of the Royal College…
Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some of the more recent challenging headlines. The results of our latest UKCSI show a direct correlation between an organisation’s positive…
Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with inflation running at a 30-year high. There seems to be an innumerable catalogue of challenges that we are tasked to…
The issue of prestige for frontline service workers - FT 6 April Want to Understand Power in the 21st Century - is critical for the UK's service economy. Customer-facing staff account for 61% of the nation's workforce. They are the very…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Alastair Brass, Central Operations Director at Marks and Spencer. Listen to Jo and Alastair discuss insights on the…
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction of travel an organisation is set on. Let's use it to reignite the service strategy and ensure we are doing…