Trust is key to maintaining customer spending through the cost of living crisis
November 1, 2022New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
Protect our customer-facing professionals, or risk a collapse in essential service provision
October 28, 2022It’s hard to believe quite how much has changed in the mere week since I shared my last note with...
Webinar: Head to Head with Pat Fitzsimons (Hackney Foodbank)
October 26, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
APPG on Customer Service: Technology, Exclusion and Customer Service
October 26, 2022The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
Defining leadership
October 25, 2022What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need...
Webinar: Head to Head with Gareth Rhys Williams (Cabinet Office)
October 21, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Focus on retaining and attracting talent, or risk a collapse in essential service provision
October 21, 2022Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned...
Supporting our people should be a business priority, year-round
October 14, 2022This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts...
Webinar: Head to Head with Richard Fearon (Leeds Building Society)
October 12, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Striking the right balance at moments of high tension
October 12, 2022Following last week’s Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating...
Jo Causon on NCSW 2022, BBC Radio Wales
October 10, 2022Listen to the Institute’s CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer...
Webinar: Head to Head with Shirley Fell (Cirencester Friendly Society)
October 5, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
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.