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…
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…
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…
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 is Group Managing Director - Communities at Places for People
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…
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…
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of conversation with many of the businesses I am spending time…
When Karen Couzens, Learning and Development Trainer at Synertec, was tasked with designing a customer service training programme, she was starting from scratch. The company had no specific customer service training…
