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…
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…
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 showing that we may have a long road ahead of…
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…
It was a pleasure to welcome so many of you to the Institute’s 15th Annual Conference this week. Coming together to share our service stories – both the successes and learnings – served as a reminder of the “why” behind…
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain and challenging times, UK businesses need to focus on investing in their service strategy and employees in order to create…
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 Heidi Fraser-Krauss, CEO at Jisc. Listen to Jo and Heidi discuss connectivity, cybersecurity and…
Today, companies are increasingly in the spotlight due to a keener interest in their ethical practices, how they treat their employees and the relationships they have with their partners throughout the supply chain. Running a business has undoubtedly become more…
Our CEO, Jo Causon, and Francesca Rea, Director of Customer Operations at NewDay, share their perspectives on the customer experience trends for 2025 and beyond, helping you navigate the challenges and seize the opportunities that await. You can find the…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the challenging landscape in customer service and how, amid interest rate cuts and revised global growth outlooks, customer service will remain a key tool for…