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Work with a Purpose – Building a shared vision of the future – Research Launch

We launched our latest Breakthrough Research Launch on 29 September 2021 on Work with a Purpose – Building a shared vision of the future. The Institute’s CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through the findings of the research. The presentation was followed by a panel discussion and Q&A…
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UKCSI July 2021 Webinar Launch

Watch the UKCSI webinar launch below 👇. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the July 2021 UKCSI results. In this UKCSI, we assess how customer experience, behaviours and preferences have changed during the COVID-19 pandemic. The research includes key learnings and implications for organisations.  …
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Who Do You Trust? Improving trust through customer service – Research Launch

Watch below the Breakthrough Research Launch on Who Do You Trust? Improving trust through customer service. The Institute’s CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through the findings of the research. The presentation was followed by a panel discussion and Q&A with the research sponsors first direct, Curo and…
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UKCSI January 2021 Webinar Launch

Watch the webinar launch of the UKCSI January 2021 below. The Institute’s Head of Research and Insight Brian Weston and CEO Jo Causon take us through why customer satisfaction is at its lowest level since July 2015.   Download the presentation slides here
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Green Goes Mainstream? Customer service and the green agenda – Research Launch

Watch below the Breakthrough Research Launch on Green Goes Mainstream? Customer service and the green agenda. The Institute’s CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through the findings of the research. The presentation was followed by a panel discussion and Q&A with the research sponsors Ageas, Cabot Credit Management…
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The Procurement Partnership – Research Launch

Watch below the Breakthrough Research Launch on The Procurement Partnership: developing relationships to deliver excellent customer service through procurement. Institute’s CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through the findings of the research. The presentation was followed by a panel discussion and Q&A with the research sponsors Scottish Water…
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Upfront and personal – the webinar

This research tackles one of the most complex, difficult challenges for service organisations: how to leverage data and channels in order to deliver genuinely personalised, omnichannel customer experiences. Find the webinar presentation here. 
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