Poor customer service costs UK firms billions – so why can’t they get it right?
January 31, 2023Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with...
Webinar: Head to Head with Nick Atkin (Yorkshire Housing)
January 30, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Falling customer satisfaction creates a productivity drag at the worst possible time
January 30, 2023As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living...
Our latest UKCSI results are a timely reminder of the importance of service
January 27, 2023Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation....
Invest now in the skills we need for the future
January 20, 2023The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome...
Webinar: Insight, Action and Impact: using insight to improve the customer experience
January 17, 2023Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided...
Public policy to shape our Service Nation in 2023 and beyond
January 13, 2023This week saw the return of Parliament for the first time in 2023 and there is no doubt there is...
Webinar: Head to Head with Paul Philpott (Kia)
January 12, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
New Year, new hopes for our Service Nation
January 6, 2023As we settle back into normality after the festive break, I’d like to wish you all a very Happy New...
There is an opportunity to make 2023 the year of service
December 19, 2022It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to...
Understand the data and trends to prepare for a tough 2023
December 16, 2022As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided,...
Water Industry Journal: Harnessing technology with people for better service outcomes
December 16, 2022Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service....
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.