Developing and investing in people is key to retaining them
December 6, 2021The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s...
National Customer Service Week is a reminder of the importance of service excellence all year round
November 1, 2021It was National Customer Service Week (NCSW) at the beginning of October and, like every year, it was a great...
Protecting the mental wellbeing of our service professionals is key to business success
October 18, 2021By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day –...
Weekly webinar: Head to Head Interviews with Business Leaders
October 12, 2021Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Webinar: Head to Head with Michael Lewis (EON UK plc)
October 12, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As National Customer Service Week closes, reflect and celebrate our achievements
October 9, 2021By Jo Causon, CEO, The Institute of Customer Service Given the external agenda of the past week, from fuel and...
Reset expectations to make the world of work, work for all
October 5, 2021By Jo Causon, CEO, The Institute of Customer Service Last week, we launched our latest piece of breakthrough research, examining...
Digital technology brings colour and can enhance the service experience
September 29, 2021By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply...
Breakthrough Research: Work with a Purpose – Building a shared vision of the future
September 29, 2021This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer...
Adding injury to insult: exploring the fear customer service workers face every day
September 28, 2021By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that...
Webinar: Head to Head with Mark Evans (Direct Line Group)
September 27, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
This week’s Parliamentary Bill is a welcome step forward for our Service Nation
September 17, 2021By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to raise attention of the lack...
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.