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Navigating uncertainty requires clear and calm leadership
April 23, 2024When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but...
Building a thriving future through the Service Nation
March 27, 2024It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and...
Businesses need to remain relevant in order to find growth
February 22, 2024We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless...
It is mission critical to turn around the decline in UK customer satisfaction
January 29, 2024It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and...
Keeping service at the heart of the agenda in 2024
December 19, 20232023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a...
Seeing the whole of customers’ needs – not just taking an insular view
October 30, 2023Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need...
The ROI of the service agenda is clear – and we need to keep getting the message across
September 27, 2023Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return...
Corporate governance: time to refocus on balancing the needs of all stakeholders?
September 1, 2023Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of...
Organisations need to get back on top of the customer service agenda
August 4, 2023Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned...
Leadership is about service, not self
June 22, 2023Questions of leadership are never far away, in public life or in business. In turbulent times such as we have...
The service agenda can help create more cohesion in a polarised world
May 26, 2023It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than...
Time to move the dial on growth
April 25, 2023This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms,...
Blog, tips, research and updates…
Tech and customer service – the code to getting it right
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state…
Head to Head with Phillippa Cardno (Newbury Building Society)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ‘normal’? Most of us would probably agree that…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
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