Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute of Customer Service's Service with Respect campaign to protect customer-facing workers from hostility and abuse. Jo discussed our research into…
As 2025 gets underway, businesses still face a challenging economic and wider operating environment – but there is at least some encouraging news in our latest UK Customer Satisfaction Index (UKCSI). After four successive six-month periods of declining scores, the…
We recently hosted a special version of our January 2025 UKCSI launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and Insight, Brian Weston, delved into some of the key highlights…
Our latest UK Customer Satisfaction Index (UKCSI) was covered recently in This Is Money, highlighting the steep cost to UK businesses of poor service - £7.3billion per month. The article also highlights that organisations which score well for customer…
As we approach the end of 2024 and a new year looms, it’s a good time to stand back, reflect and reset for the future. It has been another challenging year for businesses in a low-growth economy with high levels…
Our CEO, Jo Causon, and Francesca Rea, Director of Customer Operations at NewDay, share their perspectives on the customer experience trends for 2025 and beyond, helping you navigate the challenges and seize the opportunities that await. You can find the…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the challenging landscape in customer service and how, amid interest rate cuts and revised global growth outlooks, customer service will remain a key tool for…
Built around the creative concept of “Ahead of the Curve”, our new look and feel reflects our commitment to putting you at the cutting edge of customer service excellence. New and modern, our brand refresh emphasises staying one step ahead…
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are turning their minds towards how to create growth and stability…
I am often invited to speak at conferences and events around the UK – but last week, I spoke at a conference with a difference. It was a large event for the travel industry and took place in Turkey. I…