Head to Head with Michelle Prance (Mettle)
July 26, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Conditions are aligning to get customer satisfaction back on an upward trend
July 25, 2024This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) – and unfortunately it doesn’t make great...
The role of service in navigating the winds of change
July 19, 2024While last week felt like an apt moment to reflect on the sentiments of respect and service, the mood this...
UKCSI Open Webinar July 2024
July 18, 2024We recently hosted our July 2024 UKCSI open launch webinar, accessible to both members and non-members. Our CEO, Jo Causon,...
We have a new government, and it’s time for a new era of service leadership
July 12, 2024The new government has rightly made clear its intention to foster growth across all corners of our economy. At the...
The Evening Standard: Customer satisfaction at lowest level since 2010 – report
July 9, 2024The Evening Standard reports on our latest UKCSI July 2024 results, which warn that persistent low levels of satisfaction had...
This is Money: Which companies have the best customer service? Survey shows top 10… but most firms are below par
July 9, 2024The Daily Mail’s This is Money covers our latest UKCSI results, showing that customer satisfaction levels are at their lowest...
Looking ahead – driving change for a stronger UK
July 5, 2024A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the...
An opportunity to rebuild trust and kickstart growth
July 2, 2024It’s an extraordinary fact that around half of the world’s population is taking part in an election of some form...
An AI service concept straight out of a dystopian novel
June 28, 2024Regular readers will be well aware that the deployment of new technology, including AI, has been a recurring theme for...
On accountability: Putting customer service at the heart of boardroom strategy
June 25, 2024Navigating change – whether social, economic, or political – has been a constant theme for business leaders for many years,...
Management Today: Why CEOs should care about customer service
June 24, 2024In an opinion piece for Management Today, our CEO Jo Causon discusses the pressing need for UK business leaders to...
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.