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Webinar: Head to Head with Guy Jefferson (SP Energy Networks)
March 17, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Jo Causon on Service with Respect (BBC News)
March 16, 2021Listen to Jo’s BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on...
Back our essential workers: Service with Respect
March 16, 2021By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force...
Service with Respect: we must not allow intolerance to be normalised
March 15, 2021By Jo Causon, CEO, The Institute of Customer Service We launched our Service with Respect campaign in July last year,...
Webinar: Head to Head with Carla Thomas (Openreach)
March 11, 2021Jo’s Head to Head guest this week was Carla Thomas, Business Customer Service Director, Openreach. Watch Carla and Jo discuss...
A focus on service will be crucial as we rebuild our economy
March 9, 2021By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across...
Travel industry must focus on customer service
March 4, 2021“As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival“, says Institute’s...
ROI of Customer Service: why customer service matters
March 3, 2021Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the...
‘Know and care about your customers’: why online communication is key to great service
March 3, 2021“Having well-trained customer service operatives who have high emotional intelligence is really important” – says Institute’s CEO, Jo Causon,...
Breakthrough Research Launch – Trust and the Customer Experience (13 Apr 2021)
March 2, 2021With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively...
Customer-facing employees will be crucial to our recovery – we must treat them with respect
March 2, 2021By Jo Causon, CEO, The Institute of Customer Service Last week’s announcement of a ‘roadmap’ ‘for our gradual emergence from...
Customer Experience driving Business Performance [Podcast]
February 26, 2021Listen to Jo Causon, Institute’s CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship...
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Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors –…
Head to Head with Matthew Pratt (Redrow)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Building a thriving future through the Service Nation
It is always a great pleasure to hold our Annual Conference, when we bring together…
Customer service: the boardroom imperative for today and tomorrow
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our…
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