Leaders must make time for strategic planning and thinking
November 24, 2022These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis....
Let’s end our love affair with the short-term and focus on future building
November 18, 2022Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on...
Webinar: Head to Head with Philip Davies MP (Conservatives)
November 16, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Maintaining focus on the long-term is the only way out of the ‘permacrisis’
November 15, 2022Last week, ‘Permacrisis’ was announced as Collins Dictionary’s word of the year, and it certainly does feel that it sums...
The true value of trust is not a simple equation
November 4, 2022This week we launched our Trust Index™, an in-depth and independent evaluation of the true drivers and value of trust amongst...
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
November 2, 2022The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45%...
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
November 2, 2022The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff....
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
November 1, 2022https://icsmail.wistia.com/medias/u4k5gqo9pu Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months....
Trust is key to maintaining customer spending through the cost of living crisis
November 1, 2022New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
Protect our customer-facing professionals, or risk a collapse in essential service provision
October 28, 2022It’s hard to believe quite how much has changed in the mere week since I shared my last note with...
Webinar: Head to Head with Pat Fitzsimons (Hackney Foodbank)
October 26, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
APPG on Customer Service: Technology, Exclusion and Customer Service
October 26, 2022The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
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.