Head to Head with Mike Gauterin (United Utilities)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Jo Causon returns to BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again, to discuss the state…
Interview with The Telegraph: Why aren’t we being served?
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this…
The last stand of the call-centre worker
The Economist featured The Institute’s latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service…
People and good data remain key to personalised service
The media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both…
Customer Service Root Cause Analysis Video
Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience by proactively understanding underlying issues,…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
UKCSI Open Webinar Jan 2024
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to both members and non-members. Our…
Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers
Institute of Customer Service response to Ofwat’s consultation on core customer information guidance for water companies to clearly provide to their customers.
It is mission critical to turn around the decline in UK customer satisfaction
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and…
Believe it or not, some companies still put their customers first
The Observer featured a comment from Jo Causon around The Institute’s latest UK Customer Satisfaction Index (UKCSI), highlighting that companies…
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.
