The hidden toll on UK productivity – how ending customer abuse is not just a moral imperative, but a business necessity
The challenge surrounding UK productivity is something we’re all acutely aware of. Despite the years that have passed, we’re yet…
Customer service is a key ‘driver’ in the auto buying process
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And…
The Times article: Businesses call for action on abuse of public-facing staff
In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing…
AI and the customer experience – moving beyond “either/or”
The debate in the business world and across the media around the impact of AI on customer service continues to…
Forbes Opinion Piece: How Customer Trust Can Shield Your Business In A Crisis
As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on…
A customer-centric vision for UK growth
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment…
Parliamentary Reception: Five Years of Service with Respect
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the…
Trust is the cornerstone of resilience and long-term success
NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we…
Forbes Opinion Piece: Can AI With A Human Touch Help Restore Confidence In Customer Service?
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise…
BBC Radio 5 Wake up to Money: Jo Causon on trading through uncertain times to bring the UK back to growth
Our CEO Jo Causon returns once more to BBC Radio 5 Live’s Wake up to Money, where she talks…
Learning from service failures for future success
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of…
Three key lessons highlighted by the growing cyber threat
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but…
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.
