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Building the Service Nation, together
March 15, 2024It was a real pleasure to see so many of you at ourĀ Annual ConferenceĀ this past week. Each year, Iām humbled...
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
March 13, 2024Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last nightās UK Customer Satisfaction Awards, which celebrated...
A reflection on diversity in leadership on International Womenās Day
March 8, 2024Today is International Womenās Day, a global occasion to celebrate the achievements and contributions of women in all walks of...
Lessons in navigating the recovery ā knowledge sharing is power
March 4, 2024After a decade of unprecedented challenges and disruptions, the Prime Ministerās announcement of the āgreen shoots of recoveryā last week...
Head to Head with Dr Charles Young
March 1, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Reporting is crucial to protect all service workers from abuse
February 23, 2024If you are reading these columns regularly, then you will already know how vocal I have been about the need...
Businesses need to remain relevant in order to find growth
February 22, 2024Weāve recently had the news that the āRā word is back. It may only be a technical recession, but nevertheless...
Stormy conditions ahead?
February 16, 2024Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it...
Response to Ofwat consultation: Strengthening protections for customers in the Business Retail Market
February 15, 2024Institute of Customer Service response to Ofwatās consultation on strengthening protections for customers in the Business Retail Market.
Head to Head with Mike Gauterin (United Utilities)
February 15, 2024In 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
February 14, 2024The 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 arenāt we being served?
February 12, 2024Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in...
Blog, tips, research and updatesā¦
Shell to offset customer emissions at no cost
Almost half of all recruitment fails, costing the UK economy Ā£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 Ā£10,000 following error
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