Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Catherine Rutter, Managing Director Connect at Lloyds Banking Group. Watch Catherine and Jo discuss the biggest challenges…
By Jo Causon, CEO, The Institute of Customer Service There is no doubt that we have now entered a third phase of dealing with the Covid pandemic. The first phase was characterised by a strong sense of ‘all in it…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. South Western Railway (SWR) has submitted a collection of inspiring stories showcasing these examples…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Alison Jones, Group Managing Director UK & Senior Vice President at PSA Group, which comprises of Peugeot,…
For Wednesday's Recognition theme in National Customer Service Week, our CEO Jo Causon held a practical session with Fran Rea, Director of Customer Service & Service Delivery at NewDay; Kathryn O’Brien, Customer Experience Director at TransPennine Express; Stephen Shaw, Head…
In July, we published the latest UK Customer Satisfaction Index, alongside the key findings we also made 8 recommendations for organisations to consider as they look forwards to the next 6 months. On this webinar we review those recommendations in…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Richard Pash, Director of UK Marketing, Zurich. Watch Richard and Jo discuss practical top tips on helping…
By Jo Causon, CEO, The Institute of Customer Service Nearly every business works with a range of suppliers on whom they depend for materials, products or services and the recent months have brought this into even sharper relief! Effective procurement…
On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement. The key purpose of the research is to identify best practice in procurement of services and capabilities…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Your Homes Newcastle(YHN) has submitted a collection of inspiring stories showcasing these examples of…