Customer satisfaction plunges as AI chatbots take charge
Our 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
The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends can be. WhilstĀ spending dataĀ released this…
What leaders should learn from the Post Office scandal
Like many of you, I was fascinated and shocked by the Post Office drama that aired on ITV recently and…
A New Yearās resolution for businesses in every sector: protecting workers from abuse
Happy 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
Our 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
At this time of year, I’m reminded of a Christmas classic, The Polar Express ā the story of a magical…
Keeping service at the heart of the agenda in 2024
2023 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
When 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)
In 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
Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights…
Cross-sector consistency is key to unlocking the value of customer service
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis…
Recording of 7 Key Themes for Successful Service Leaders – Open webinar
In this webinar, we identified several key themes which we believe most leaders need to consider to support their customers…
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.
