The hidden toll on UK productivity – how ending customer abuse is not just a moral imperative, but a business necessity
The challenge surrounding UK productivity is something we’re all acutely aware of. Despite the years that have passed, we’re yet to see it return to pre-pandemic and pre-financial crisis levels. While many factors are undoubtedly contributing to this stagnation, it is clear from its persistence that we haven’t collectively gotten to grips with the underlying causes. One issue that continues…
Customer service is a key ‘driver’ in the auto buying process
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And…
The Times article: Businesses call for action on abuse of public-facing staff
In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing…
AI and the customer experience – moving beyond “either/or”
The debate in the business world and across the media around the impact of AI on customer service continues to…
Forbes Opinion Piece: How Customer Trust Can Shield Your Business In A Crisis
As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on…
A customer-centric vision for UK growth
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment…
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…
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…
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.
