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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...
Webinar: Head to Head with Neil Mullarkey (The Comedy Store Players)
November 13, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Embrace the lessons of the first lockdown to navigate the second
November 10, 2020By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves...
Webinar: Head to Head with Ben Fletcher (The Very Group)
November 6, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Faced with a new wave of uncertainty, we should focus on a green recovery
November 3, 2020By Jo Causon, CEO, The Institute of Customer Service The latest phase of the Covid-19 pandemic has brought with it...
Jo Causon on LBC’s Nick Ferrari at Breakfast
November 2, 2020LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features...
We must steel ourselves for the challenges ahead
October 27, 2020By Jo Causon, CEO, The Institute of Customer Service As regional lockdowns continue to come into force up and down...
Webinar: Head to Head with Catherine Rutter (Lloyds Banking Group)
October 23, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Stay true to your purpose and standards of service excellence
October 21, 2020By Jo Causon, CEO, The Institute of Customer Service There is no doubt that we have now entered a third...
Recognising their service to our nation
October 20, 2020By Jo Causon, CEO, The Institute of Customer Service It is now ten weeks since we launched our Service with...
South Western Railway: a collection of inspirational stories
October 15, 2020In the last few months, we have been inviting our members and wider network to share examples of great and...
Blog, tips, research and updates…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ‘normal’? Most of us would probably agree that…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
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…
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