Changing customer behaviours in an uncertain world
May 27, 2022Our latest deep-dive research report on Customer Behaviour launched last week made for fascinating reading. The research shows a complex...
Webinar: Head to Head with Sarah Beale (The Association of Accounting Technicians)
May 27, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
A watershed in customer attitudes with far-reaching implications for business
May 24, 2022So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now...
Webinar: Head to Head with Vicki Heslop (Covéa Insurance)
May 23, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. One of...
Polarisation: how are we going to manage the fact that we can’t have everything for nothing?
May 20, 2022With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and...
Webinar: Head to Head with Mike Gauterin (BT)
May 19, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Webinar: Head to Head with Anna Cook (Sky)
May 12, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
The urgent need for moral leadership
May 11, 2022In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how...
Webinar: Head to Head with Paul Jenkins (Cabot)
May 6, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Service with Respect – changing the law is just the beginning
April 29, 2022Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment...
Jo Causon on Service with Respect – New Legislation
April 29, 2022Service with Respect: new legislation protecting our frontline staff from abuse Watch Ian King (Sky News) interview Jo Causon, the...
Service with Respect campaign achieves legal protections for customer service staff
April 29, 2022One of the issues we are passionate about at The Institute is that all customer service professionals should be treated...
Events
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.