Turning around the worrying decline in customer satisfaction
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but…
Head to Head with Simon Brown (Landmark Information Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Utilities sector ranked least popular by customers as scandals mount
The Institute’s latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced…
Customer satisfaction plunges as AI chatbots take charge
Our CEO Jo Causon gives comment to The Telegraph as The Institute’s latest UK Customer Satisfaction Index (UKCSI) shows another…
Trends may come and go, but customer experience will always matter
The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends can be. Whilst spending data released this…
What leaders should learn from the Post Office scandal
Like many of you, I was fascinated and shocked by the Post Office drama that aired on ITV recently and…
A New Year’s resolution for businesses in every sector: protecting workers from abuse
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a…
Time to tackle abuse of insurance staff
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement…
A time to believe in customer service
At this time of year, I’m reminded of a Christmas classic, The Polar Express – the story of a magical…
Keeping service at the heart of the agenda in 2024
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a…
The return of cash is a reminder to stay flexible and customer focused
When it comes to service excellence, it’s interesting how quickly new technology becomes commonplace and makes us forget about the…
Webinar: 100th Head to Head with Kate Syred (Direct Line Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
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.
