Why governance matters for service-led success
This weekās news that OpenAI will remain under the governance of its non-profit board caught my attention, particularly as it may spark a broader conversation about the role of organisations and the purpose they serve in todayās world. Even amid a challenging macroeconomic environment, there is increasing pressure ā and rightly so ā for businesses to act with a sense…
Introduction the Academy Webinar Recording
In our Introduction the Academy webinar, our Director of Academy & Partnership, Stefan Parker, provided a full overview of the…
Building trust for when things go wrong
In recent months, we have seen several major retailers and banks experience significant digital outages. Morrisons, Marks & Spencer, the…
Fostering an age-diverse workforce to address the UKās employee engagement challenges
As many of you will know by now, I am a firm believer that service is essential in futureproofing against…
Stay true to your mission and purpose in exceptionally turbulent times
Since the new US administration was formed in January, it has certainly been a rollercoaster ride. If anything, the pace…
Trading through tariffs ā 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…
Protecting our people and our economy: a call to action against the abuse of service workers
Despite a rocky start to the financial year, data on the UK jobs market earlier this week provided some timely…
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…
Service is key to reputation in a risk-laden business environment
We are living in one of the most volatile, unpredictable and geopolitically uncertain environments for many decades. At the same…
Squaring the circle: supporting growth & protecting consumers with outcomes-focused regulation
This week, we have again seen the Government push for a reduction in what they have termed excessive regulation. The…
Head to Head with Gareth Franks, Director (Nationwide)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Customer service ā a business asset to weather uncertainty
Those of you who attended our Annual Conference will have heard me talk about the four pillars of the Service…
Focusing on service enables us to lead with purpose
It was a pleasure to welcome so many of you to the Instituteās 15th Annual Conference this week. Coming together…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
