Invest now in the skills we need for the future
January 20, 2023The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome...
Webinar: Insight, Action and Impact: using insight to improve the customer experience
January 17, 2023Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided...
Public policy to shape our Service Nation in 2023 and beyond
January 13, 2023This week saw the return of Parliament for the first time in 2023 and there is no doubt there is...
Webinar: Head to Head with Paul Philpott (Kia)
January 12, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
New Year, new hopes for our Service Nation
January 6, 2023As we settle back into normality after the festive break, I’d like to wish you all a very Happy New...
There is an opportunity to make 2023 the year of service
December 19, 2022It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to...
Understand the data and trends to prepare for a tough 2023
December 16, 2022As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided,...
Water Industry Journal: Harnessing technology with people for better service outcomes
December 16, 2022Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service....
Supporting customers through the cost of living crisis will be key to maintaining loyalty
December 9, 2022As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies....
No room for short-termism in leadership
December 2, 2022As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures....
APPG on Customer Service: Tackling skills shortages through professionalising customer service
November 29, 2022The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
Should it be deal or no deal for Black Friday?
November 25, 2022What’s in the box? A great deal, or a great deal of disappointment? It’s a good concept for a game...
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.