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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...
Top tips on how and why to conduct customer surveys during COVID-19
May 12, 2020During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction...
Transport for Greater Manchester: a collection of inspiring stories
May 7, 2020Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some...
Blog, tips, research and updates…
Shell to offset customer emissions at no cost
Almost half of all recruitment fails, costing the UK economy £17.6bn a year
BT back on the high street with customer service also returning to the UK
Vodafone customers hit by bills of up to £10,000 following error
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