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Webinar: Head to Head with Peter Farrer (Scottish Water)
July 7, 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 John Barnett (Npower)
July 1, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Recognise excellent service to keep staff motivated for the task ahead
June 30, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Tough short-term decisions must not be at the expense of long-term performance and productivity
June 25, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Tops tips: Developing a culture of agility and innovation
June 24, 2020The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better...
Webinar: Head to Head with Leigh Tavaziva (Centrica)
June 23, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Unlocking service productivity to fuel economic recovery
June 21, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Engaging your workforce to rebuild our economy
June 15, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Webinar: Head to Head with Giles Hawke (Cosmos)
June 11, 2020Watch Jo and Giles discuss the future of the travel sector and the on going implications of the Covid-19 crisis...
Top tips on Improving Service Productivity
June 10, 2020In the context of the financial and operational challenges emerging from the Covid-19 crisis, improving productivity has a renewed urgency:...
Top tips on preparing for the next phase of the Covid-19 crisis – operational considerations
June 10, 2020In every organisation, there will be a spectrum of opinions on returning to the workplace. While many will be keen...
Innovation is the key to servicing customers in the new world
June 8, 2020As the saying goes, necessity is the mother of invention – and as businesses continue to face the enormous challenges...
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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