A strong service strategy is also key for business customers
A glance at some of the economic headlines this week might suggest a gloomy outlook - whether because of concerns over the gap in public finances being bigger than we…
Book Launch: Start with the Customer
We have a limited number of tickets to the special launch of a new book: Start with the Customer by Peter Cross with Jo Causon taking place on the 9th…
Less restrictive, outcome-focused regulation for innovation and service
Each year, the Chancellor’s Mansion House speech is a significant moment in the political and business calendar. And given the tumultuous year we’ve had so far, the stakes feel higher…
UKCSI Member Webinar July 2025
We recently hosted our July 2025 UKCSI Member Launch Webinar, where our CEO, Jo Causon, joined by Brian Weston, Head of Research and Insight at The Institute, explored key highlights…
It is time to double down on customer serviceÂ
As we move through the height of summer, it’s not just the staggering heat that’s taking some adjusting to. The end of the first fiscal quarter makes this a critical…
ROI Toolkit
Investment in customer service is under pressure, and demonstrating return on investment (ROI) is vital. However, measuring ROI can be complex and challenging. That’s why we created the ROI Toolkit…
Rachel Crownshaw
Rachel is Group Managing Director - Communities at Places for People
Anna Cook
Anna is a passionate customer champion and people leader, focused on transforming customer experiences using data, technology and brilliant people, driving value for Sky. Responsible for a large, complex customer…
Trust is the cornerstone of resilience and long-term success
NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we have learned, 16 years after the Government stepped in to…
