The customer experience is the conscience of an organisation
February 24, 2023Reports this week of energy companies and the banking sector amassing large profits as the cost-of-living crisis continues for many...
Running to stand still? Businesses need to find a way to move forwards
February 21, 2023Have you ever known quite such a strange business and economic climate? On the one hand, we have the continuing shadow...
Mind the gap – but most of all focus on which side you will fall
February 17, 2023The papers would have us believe the economy is on a razor’s edge, with every issue of economic figures scrutinised...
Webinar: Head to Head with Jeremy Hyams (Claims Consortium Group).
February 15, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
The importance of a strong emotional connection with customers
February 10, 2023At last we might be beginning to see some light at the end of the tunnel. This week has seen...
Webinar: Head to Head with Mario Mazzocchi (Wesleyan)
February 9, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Moral leadership from the top for our Service Nation
February 3, 2023I think it would be fair to say that the subject of leadership is under greater scrutiny than ever and,...
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...
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.