Annual General Meeting (AGM)
Annual General Meeting and Members' Meeting 2025 Date: Wednesday 9th July, 2025 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 ‘challenger bank’ 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…
Organisations: adopt a zero tolerance approach to hostility and abuse
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new…
Service with Respect
With around 60% of the UK’s workforce working in customer-facing roles, mounting abuse is impacting staff across every sector – from retail to public services, and from financial institutions to…
Social distancing and the future of the high street
The APPG was attended by: - Philip Davies MP, Chair - Chris Evans MP, Co-Chair - Liz Twist MP (Labour) (Blaydon) - Jo Gideon MP (Conservative) (Stoke-on-Trent Central) - Baroness…
New essential workers: Lockdown, ‘new normal’ & customer service
The APPG was attended by: - Philip Davies MP, Chair - Chris Evans MP, Co-Chair - Carolyn Harris MP, Officer - Andrew Lewer MP, Officer - Margaret Ferrier MP (SNP)…
Inspirational stories: delivering service against the odds
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Below are some inspiring…