Investing in talent – for now and the future
Despite summer arriving in earnest, the business and economic outlook paints a mixed forecast. New figures reveal significant challenges in the UK jobs market, with a sharp slowdown in hiring…
Empowering frontline teams in a changing world: how our Academy training made an impact
In today’s increasingly complex financial service environment, organisations are facing new and evolving challenges. The rising cost of living has significantly shifted the way customers interact, leading to more emotionally…
Fostering an age-diverse workforce to address the UK’s employee engagement challenges
As many of you will know by now, I am a firm believer that service is essential in futureproofing against uncertainty and the key to unlocking the UK’s route to…
Trading through tariffs – the resilience of our service economy
Over the past week and a half, the conversation around tariffs has dominated headlines, amplifying the sense of uncertainty that many businesses are grappling with – and for UK organisations…
Annual General Meeting and Members’ Meeting 2025 (9 Jul 2025)
Our Annual General Meeting and Members' Meeting is an exclusive member-only event, providing a unique opportunity to network with top UK organisations and gain insights from best practices. It will…
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 2026
Our latest UK Customer Satisfaction Awards ceremony took place on 10 March, 2026 at Hilton Park Lane, London. A big thank you to all attendees for joining us in celebrating…
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…