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…
Learning from service failures for future success
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…
How Synertec built a recognised training programme through TrainingMark accreditation
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…
The EU-UK Deal – an opportunity for Britain’s service leadership to shine on the global stage
The news this week that the UK government has agreed a framework for a deeper economic relationship with the EU will likely be a positive step forward for British business…