Parliamentary Reception: Five Years of Service with Respect
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 since the launch of our Service with Respect campaign, which shines a light on unacceptable abuse and hostility against customer…
Trust is the cornerstone of resilience and long-term success
NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we…
Forbes Opinion Piece: Can AI With A Human Touch Help Restore Confidence In Customer Service?
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise…
BBC Radio 5 Wake up to Money: Jo Causon on trading through uncertain times to bring the UK back to growth
Our CEO Jo Causon returns once more to BBC Radio 5 Live’s Wake up to Money, where she talks…
Learning from service failures for future success
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of…
Three key lessons highlighted by the growing cyber threat
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but…
The EU-UK Deal – an opportunity for Britain’s service leadership to shine on the global stage
The news this week that the UK government has agreed a framework for a deeper economic relationship with the EU…
The Telegraph: For pity’s sake, just let me speak to a human being
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for…
Investing in talent – for now and the future
Despite summer arriving in earnest, the business and economic outlook paints a mixed forecast. New figures reveal significant challenges in…
Why governance matters for service-led success
This week’s news that OpenAI will remain under the governance of its non-profit board caught my attention, particularly as it…
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 UK’s employee engagement challenges
As many of you will know by now, I am a firm believer that service is essential in futureproofing against…
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.
