UKCSI In-person Launch (20 Jan 2026)
Following the success of last year’s debut, we’re delighted to bring back our in-person UK Customer Satisfaction (UKCSI) launch hosted by first direct on 20 January 2026, 08:30 - 11:30…
How changes in the product and service offering can damage consumer trust
News that McVitie’s has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them as 'chocolate flavour', made the headlines this week. We will…
Member Experience Day – Octopus Energy (19 Nov 2025)
This Member Experience Day is exclusive to members of The Institute. Our inaugural Member Experience Day will be hosted by Octopus Energy at their London headquarters. Jo Causon, The Institute’s CEO,…
Recording of our NCSW: Introducing the Academy – Webinar
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The Institute. The session was led by Samhita Ganguly, our Head…
Rebuilding national unity through our Service Nation
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British, focusing on what brings us together rather than what divides…
North Star Housing Group: Resetting service for long-term excellence
North Star Housing Group, a housing association managing 4,000 properties with a team of just 100 colleagues, has always prided itself on strong relationships with its tenants. But in 2023,…
If people really are your most important asset, keeping them engaged is essential
Employee engagement is as critical as it has ever been for organisational success, and although the key ingredients that drive engagement haven’t changed in the last 20 years, the environment…
James Mitton
James Mitton is the Director General for the Enterprise Transformation Group at HMRC, where he drives strategic initiatives to transform the delivery of services to businesses and individuals. Leading a…
Breakthrough Research Launch: Engaging the Workforce of Tomorrow
We recently launched our Breakthrough Research Launch, 'Engaging the Workforce of Tomorrow'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of…
Beyond the chatbot: The hidden potential of AI
The use of AI has featured heavily in the news again this week. In fact, you would have had to be on a different planet to avoid the stream…