It’s been another demanding year for organisations in an environment beset by the pandemic, economic uncertainty and, more latterly, intensifying supply chain issues and disruption. If anything, 2021 has been just as tough as 2020 was! Thinking back to this…
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s probably been as tough a year as any – and that’s coming on the back of 2020 when the pandemic…
It was National Customer Service Week (NCSW) at the beginning of October and, like every year, it was a great opportunity to celebrate and recognise the hard work, professionalism and dedication of customer service teams in organisations around the country…
Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest last week was Michael Lewis, CEO, E.ON UK plc. Watch Michael and Jo discuss insight on the Energy sector and…
By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply don’t yet know the full extent of the impacts on how we live and work. But certain trends are clear,…
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices - particularly in a customer service context - could change in the next 5 years. The research highlights the key issues organisations need to address…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest last week was Mark Evans, Managing Director, Marketing & Digital at Direct Line Group. Watch Mark and Jo discuss the…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Tara Mullen, Director of Operations at Octopus Energy. Watch to Tara and Jo discuss the new world…
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities as employers, customers, employees – to meet the challenge and find a new, more cohesive dynamic that enables us to…