Head to Head with Head to Head with Jenny Herrera, CEO (Good Business Charter)
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 Jenny Herrera, CEO at Good Business Charter. Listen to Jo and Jenny discuss the need for businesses to genuinely commit to responsible practices, innovation and practical approaches to addressing customer and employee vulnerability https://icsmail.wistia.com/medias/fsrhcgqh3g
AI in Customer Service – incremental, not yet transformational
As consumers, I am sure we can all see and feel the rapid expansion of artificial intelligence in customer service…
Listening to customers is key as consumer behaviours change
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and…
Regulating for service: Buy Now, Pay Later lenders and Consumer Duty
Earlier this week we heard the news that the FCA plans to loosen rules for ‘buy now, pay later’ (BNPL)…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will…
Quality of service comes before price
It is no secret that, since the pandemic, the UK’s leisure and hospitality industry has had to navigate some particularly…
To support the growth agenda, MPs should focus on service
At the beginning of this week, Business Secretary Peter Kyle offered a novel suggestion – that MPs’ pay should be…
UKCSI Open Webinar January 2026
We recently hosted a special version of our non-member January 2026 UKCSI launch webinar. Our CEO, Jo Causon, and the…
Another rise in customer satisfaction brings encouragement and opportunity
After what has been a whirlwind week for global dialogue and economic data at Davos, it is encouraging to be…
Daily Mail: First Direct, John Lewis and Hays Travel named Britain’s best firms for customer service
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail – highlighting the organisations leading…
Welcome upturn in customer satisfaction – but vigilance needed in a fragile economy
As 2026 gets underway, it remains a challenging time for many consumers and businesses – so it is reassuring and…
An all-encompassing issue – tackling the abuse of public facing workers
The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were…
Consumer confidence is the missing piece of the growth puzzle – service can change that
As we step into 2026, many organisations will be eager to put a year of economic uncertainty behind them and…
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.
