The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer…
Head to Head with Gillian Chamberlain (Capita)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Leading by example: the public sector’s role in elevating customer service
Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important…
Head to Head with Joanna Swash (Moneypenny)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Tech and customer service – the code to getting it right
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the…
Head to Head with Phillippa Cardno (Newbury Building Society)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for…
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 feature interview in the Financial…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and…
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 Sunday Times where a journalist…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful…
Events and Training
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.
