Let’s ‘lean in’ to a new financial year with confidence
April 21, 2023Returning to work this week after a much-needed holiday, I was pleased to see reports from Deloitte and EY that business leaders...
Webinar: Head to Head with Paul Willcox (Stellantis)
April 20, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Our charity partner – The Trussell Trust
April 19, 2023About the Trussell Trust At the Institute, we are committed to giving something back to the community, so we have...
An omni-channel approach gives customers the choice they want
April 18, 2023At the start of the new financial year, and on the cusp of another technological revolution – this time driven...
Now is the time to plan ahead
April 6, 2023As we approach the Easter break, I hope you get a chance for some time off to relax and recharge....
Me, myself and AI
March 31, 2023Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital...
Giving careers in service the respect they deserve
March 24, 2023The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our...
ITV News: Customers – Are We Being Served?
March 24, 2023According to our latest UKCSI, poor customer service is costing UK businesses £11.4bn a month in lost productivity, with...
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
March 22, 2023Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a...
Building the four pillars of a Service Nation
March 21, 2023Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative...
An alternative way to consider ESG
March 17, 2023Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements...
Coming together to define our Service Nation
March 10, 2023It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you...
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.