Defining leadership
October 25, 2022What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need...
Webinar: Head to Head with Gareth Rhys Williams (Cabinet Office)
October 21, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Focus on retaining and attracting talent, or risk a collapse in essential service provision
October 21, 2022Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned...
Supporting our people should be a business priority, year-round
October 14, 2022This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts...
Webinar: Head to Head with Richard Fearon (Leeds Building Society)
October 12, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Striking the right balance at moments of high tension
October 12, 2022Following last week’s Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating...
Jo Causon on NCSW 2022, BBC Radio Wales
October 10, 2022Listen to the Institute’s CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer...
Webinar: Head to Head with Shirley Fell (Cirencester Friendly Society)
October 5, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Digitally disengaged differs from vulnerable
October 4, 2022Home computers have now been with us for more than half a century, and their daily use has become a...
Mariella Frostrup, Times Radio
October 3, 2022Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with...
Resetting our service nation
September 23, 2022I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both...
Reflecting on the service and leadership example set by Queen Elizabeth II
September 20, 2022The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem...
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.