AGM 2020 Livestream
Our AGM will be livestreamed here. You will need to have registered to attend and be logged in to your account.
Service Central to economic recovery – Interview with Alison Jones, Groupe PSA
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) Itās the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For…
The Annual Conference and UK Customer Satisfaction Awards 2020
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As those who regularly attend our Annual Conference will all know, this special get together of members, plus those of the…
Who you gonna call? – Interview with Sean Stringer, Hampshire County Council
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) Thereās not much Sean Stringer, head of corporate customer services, Hampshire County Council hasnāt seen in his 15+ years working in…
Inspiring a service nation
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in response to the Covid-19 crisis, we have created a new…
Annual General Meeting (AGM)
Annual General Meeting and Members' Meeting 2026 Date: Wednesday 8th July, 2026 Venue: Glaziers Hall (London) Agenda: 9:00 am: Registration and refreshments upon arrival 9:30 am: Welcome and introductions 9:45…
Balance clear direction with agility to navigate uncertainty
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented…
Making the case for customer service in your organisation
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity will help you get the attention of senior executives and…
Ten years on top – Interview with Joseph Gordon, first direct
Extract from Customer Focus Magazine: Issue 28 (January 2020) When it comes to providing great customer service, first direct has consistently outperformed the industry. The original āchallenger bankā is no…
Let’s think creatively about our high streets
It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet, as consumers tentatively emerge from lockdown, it is evident that…