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Weekly webinar: Head to Head Interviews with Business Leaders
August 10, 2020Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Balance clear direction with agility to navigate uncertainty
August 10, 2020By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an...
Making the case for customer service in your organisation
August 7, 2020The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity...
How to define and measure the return on investment of customer service
August 5, 2020At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment....
Let’s think creatively about our high streets
August 3, 2020It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet,...
Webinar: Head to Head with Angela MacDonald CBE (HRMC)
July 29, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Organisations: adopt a zero tolerance approach to hostility and abuse
July 29, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their...
Backing our essential workers: service with respect
July 28, 2020By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown...
Employees facing increased customer hostility as lockdown eases
July 22, 2020New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds...
BBC Breakfast News: launching our ‘Service with Respect’ campaign
July 20, 2020Institute’s CEO, Jo Causon, was on BBC Breakfast News launching our campaign ‘Back our Essential Workers – Service with Respect....
Webinar: Head to Head with Lord Karan Bilimoria (Cobra Beer)
July 20, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with Helen Dickinson OBE (British Retail Consortium)
July 15, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
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