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Looking after the health and safety of your employees who cannot work from home
April 6, 2020Throughout the COVID-19 epidemic, some employees are required to attend their workplace or travel to perform their role. Often they...
Offers of support from our membership network
April 6, 2020Our network of members and stakeholders are here to help other members through this crisis in a range of ways
Remote working in a customer service context: top tips
March 31, 2020For some employees, remote working or working from home is established practice. But for many employees in service organisations, it’s...
Top tips for maintaining great service in challenging times
March 31, 2020Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established...
Top tips to serve your vulnerable customers better
March 30, 2020Vulnerable customers can go unnoticed by organisations – if you’re not looking for the signs, you might easily miss them....
CEO Video: The importance of service in a time of crisis
March 30, 2020The Institute’s CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking...
Maintaining and building customer loyalty during the COVID-19 crisis
March 26, 2020Brilliant organisations don’t do something to be seen to be doing it. They do it because it is relevant to...
Calm leadership and focus needed in unprecedented coronavirus times
March 25, 2020The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the...
A time to stand back and reflect at a critical juncture for customer service
February 20, 2020Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose...
The FT: Shops can prosper if they treat customers with care
January 28, 2020Following BRC-KPMG’s Christmas Retail Sales Monitor reporting tough trading conditions, the FT published this letter from our CEO, Jo Causon. ...
Lloyds introduces highest overdraft rate to date
January 24, 2020The new overdraft rate of up to 49.9% will affect customers with poor credit scores
Saga customers receive surprise windfall
January 24, 2020The company decided to compensate customers after acknowledging a previous mistake
Blog, tips, research and updates…
Webinar: Head to Head with Lesley Taylor (Cosmos Tours)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Recording of 7 Key Themes for Successful Service Leaders
The Telegraph: Self-checkouts to wipe out hundreds of Christmas jobs
The Institute's CEO Jo Causon comments in an article focused on the rise of self-checkout…
Seeing the whole of customers’ needs – not just taking an insular view
Sometimes things happen that throw into sharp focus how organisations must take a holistic view…
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