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 ā 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…
Recording of Customer Experience Trends 2024 Webinar
Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights…
Cross-sector consistency is key to unlocking the value of customer service
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis…
Recording of 7 Key Themes for Successful Service Leaders – Open webinar
In this webinar, we identified several key themes which we believe most leaders need to consider to support their customers…
Service matters even more when things go wrong
There is never a good time for a businessās systems to go down, butĀ outages at a major bankĀ last week proved…
Response to Industry and Regulators Committee: Inquiry into UK regulators
Institute of Customer Service response to the Industry and Regulators Committee on UK regulators.Ā Ā
Are retailers equipped to serve their customers this Black Friday?
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers…
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsmanās consultation on its Complaint Handling Code.Ā
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.
