Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Leigh Tavaziva, Managing Director UK Customer Operations,…
Watch Jo and Giles discuss the future of the travel sector and the on going implications of the Covid-19 crisis as we slowly emerge from lockdown
Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West of England
Christopher Shead is Director of Customer Operations for E.ON Next
As we approach the new year, following the rush of the holiday season, it’s an ideal moment to reflect on the challenges and opportunities ahead. In 2024, a new government…
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…
There has already been much commentary on this week’s Budget, which was a defining milestone for the new government in setting its vision for economic resilience and long-term growth. For…
A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the day. At the Institute, it is business as usual –…
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for the leader of this weekend's FT Magazine, the collapse in…