In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing workers from abuse and hostility, citing our recent research that shows 37% of customer-facing workers who experienced abuse have considered…
As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on customer service excellence can help your organisation when a crisis hits. The opinion piece discusses what to do from a…
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the halls of Westminster, along with a timely call to action for organisations and Government alike. The event marked five years…
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise of AI solutions in customer service, and what risks and opportunities this fast-evolving technology presents for organisations. Jo discusses the…
Our CEO Jo Causon returns once more to BBC Radio 5 Live's Wake up to Money, where she talks to Sean Farrington about the normalisation of 'uncertain times', and what businesses need to do keep trading and innovating in…
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for an integrated approach to service with includes both technology and human touchpoints, in the wake of declining service levels.
In our Introduction the Academy webinar, our Director of Academy & Partnership, Stefan Parker, provided a full overview of the Academy’s training programmes, shared real-life case studies from member organisations, highlighted the key benefits members receive and hosted a Q&A…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Gareth Franks, Director at Nationwide. Listen to Jo and Gareth discuss utilising technology, prioritisation…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…