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…
Back to business and keeping momentum in the service agenda
This week’s latest inflation figures from the Office for National Statistics have issued a timely reminder of the difficult road ahead for our UK organisations and the economy overall. Inflation rose to…
Trusted Advisory Network – Member benefits
Whether you're navigating transformational change, embedding a strong service culture, or responding to rising customer expectations, having the right level of support can make all the difference. Our Trusted Advisory…
How the hospitality sector – and business in general – can capitalise on evolving consumer preferences
Traditionally, many of us jet off on holiday at this time of year, to make the most of the school break, enjoy the warmer weather abroad, or simply recharge. Recently…
Open letter calling for better protection of all public-facing workers from assault and hostility
August 2025 Dear Sir/Madam, Re: Ensuring the Crime and Policing Bill protects all public-facing workers from assault and hostility We welcome the Crime and Policing Bill currently moving through Parliament,…
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…