Webinar: Head to Head with Giles Hawke (Cosmos)
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
Webinar: Head to Head with Jo Moran (Marks & Spencer)
Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
Webinar: Head to Head with Paul Harris (Curo)
Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West of England
Christopher Shead
Christopher Shead is Director of Customer Operations for E.ON Next
Moving forward amidst uncertainty: a look ahead at key trends for 2025
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…
Ahead of the Curve
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…
Reflecting on the Budget and road ahead for the Service Nation
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…
Looking ahead – driving change for a stronger UK
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 –…
Service in the headlines for the right reasons
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…
Stormy conditions ahead?
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which…