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More than a million over 65s have experienced bad customer service because of their age
December 21, 2020New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely...
Webinar: Head to Head with Matt Prosser (Dorset Council)
December 16, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Unlock the power of your customer data
December 12, 2020By Jo Causon, CEO, The Institute of Customer Service As we continue to navigate this pandemic’s the focus is turning...
Webinar: Head to Head with Matt Gore (Pension Insurance Corporation)
December 9, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As we embark on the road to recovery, we must make service a boardroom priority
December 8, 2020By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets...
Webinar: Head to Head with Kathryn O’Brien (TransPennine Express)
December 1, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Black Friday offers a lifeline to struggling businesses, but we should handle with care
November 26, 2020By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most...
Covid-19 learnings could help businesses make the adjustment to Brexit
November 24, 2020By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19...
Will technology be at the heart of service in a post-Covid world?
November 24, 2020By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many...
Service with Respect: Inspirational Stories
November 19, 2020It has now been four months since we launched our Service with Respect campaign in response to the worrying increase...
Keep the customer experience alive through lockdown to maintain loyalty
November 16, 2020By Jo Causon, CEO, The Institute of Customer Service The ongoing impacts of the Covid-19 pandemic continue to create challenges...
Webinar: Head to Head with Miguel Cabaça (Arval UK)
November 16, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Blog, tips, research and updates…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO Jo Causon discusses the work of The Institute for a cover story…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust…
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