Dame Irene Hays
Dame Irene Hays built her career in both local and central government. Now the owner of Hays Travel, Dame Irene has been Chair of the Hays Travel Group for 16…
Nurturing the shoots of sustainable business through a stormy spring
A significant amount of coverage on the Spring Statement this week has focused on the difficult decisions the Chancellor has had to make and the uncertain environment in which she…
UK Customer Satisfaction Awards – Winners 2025
Our latest UK Customer Satisfaction Awards ceremony took place on 4Â March, 2025 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating the…
Breakthrough Research Launch: Customer Service Risk and Reputation
We recently launched our Breakthrough Research Launch, 'Customer Service: Risk and Reputation'. Our CEO, Jo Causon, and Brian Weston, The Institute’s Head of Research & Insight, shared an overview of the…
Connecting Customers with Digital (24 Nov 2025)
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…
Trusted Advisory Network Meeting (Physical) – 2 October 2025
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2 hour session with a guest speaker from our…
APPG on Customer Service: Protecting public facing workers
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
How infrastructure upgrades can drive better customer satisfaction
The Heathrow debate has reared its head once again, owing to the Government’s backing for a third runway and this week’s calls for a review of the way it is regulated,…
Trust & Customer Experience
Discover how trust is a cornerstone of exceptional customer service. This workshop will delve into the essential components of trust and explore its pivotal role in shaping your organisation's culture…