Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Third of UK customers will pay more for excellent service, despite cost-of-living crisis
January 23, 2024A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a...
Utilities sector ranked least popular by customers as scandals mount
January 23, 2024The Institute’s latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced...
Customer satisfaction plunges as AI chatbots take charge
January 23, 2024Our CEO Jo Causon gives comment to The Telegraph as The Institute’s latest UK Customer Satisfaction Index (UKCSI) shows another...
Trends may come and go, but customer experience will always matter
January 19, 2024The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends can be. Whilst spending data released this...
What leaders should learn from the Post Office scandal
January 12, 2024Like many of you, I was fascinated and shocked by the Post Office drama that aired on ITV recently and...
A New Year’s resolution for businesses in every sector: protecting workers from abuse
January 5, 2024Happy new year to everyone. I hope you had a restful break after a busy service season. January is a...
Time to tackle abuse of insurance staff
January 4, 2024Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement...
A time to believe in customer service
December 22, 2023At this time of year, I’m reminded of a Christmas classic, The Polar Express – the story of a magical...
Keeping service at the heart of the agenda in 2024
December 19, 20232023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a...
The return of cash is a reminder to stay flexible and customer focused
December 15, 2023When it comes to service excellence, it’s interesting how quickly new technology becomes commonplace and makes us forget about the...
Webinar: 100th Head to Head with Kate Syred (Direct Line Group)
December 15, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Recording of Customer Experience Trends 2024 Webinar
December 12, 2023Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights...
Blog, tips, research and updates…
- All
- CEO Statement
- Delivering Service during Challenging Times
- Featured
- Homepage
- Inspirational Stories
- Top Tips
Top tips on how and why to conduct customer surveys during COVID-19
Transport for Greater Manchester: a collection of inspiring stories
Lead and engage your team during the COVID 19 crisis
What businesses learn from the COVID-19 crisis will shape their future
Events
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.