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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...
Webinar: Head to Head with Jo Moran (Marks & Spencer)
June 3, 2020Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
The world is changing: businesses have an opportunity to rebuild a better future
June 2, 2020We should recognise that the crisis also brings with it a unique opportunity to re-set and restructure our organisations in...
Webinar: Head to Head with Paul Harris (Curo)
May 28, 2020Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West...
Moving into the next phase of the Covid-19 crisis, the real test for businesses begins
May 26, 2020Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more...
Act now to rebuild consumer confidence and safeguard your organisation’s future
May 26, 2020Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them...
Video: Jo Causon on what we have learnt from lockdown
May 26, 2020In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
Managing difficult conversations as the COVID-19 lockdown evolves
May 21, 2020As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate...
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
May 19, 2020As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that...
Inspirational stories: delivering service differently during COVID-19
May 14, 2020We have been inviting our network to share examples of great and inspiring customer service against the odds.
Relaxation of lockdown limitations must be met with responsibility
May 13, 2020Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that...
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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
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