Unlocking service productivity to fuel economic recovery
June 21, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Engaging your workforce to rebuild our economy
June 15, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Webinar: Head to Head with Giles Hawke (Cosmos)
June 11, 2020Watch Jo and Giles discuss the future of the travel sector and the on going implications of the Covid-19 crisis...
Top tips on Improving Service Productivity
June 10, 2020In the context of the financial and operational challenges emerging from the Covid-19 crisis, improving productivity has a renewed urgency:...
Top tips on preparing for the next phase of the Covid-19 crisis – operational considerations
June 10, 2020In every organisation, there will be a spectrum of opinions on returning to the workplace. While many will be keen...
Innovation is the key to servicing customers in the new world
June 8, 2020As the saying goes, necessity is the mother of invention – and as businesses continue to face the enormous challenges...
Webinar: Head to Head with Jo Moran (Marks & Spencer)
June 3, 2020Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
The world is changing: businesses have an opportunity to rebuild a better future
June 2, 2020We should recognise that the crisis also brings with it a unique opportunity to re-set and restructure our organisations in...
Webinar: Head to Head with Paul Harris (Curo)
May 28, 2020Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West...
Moving into the next phase of the Covid-19 crisis, the real test for businesses begins
May 26, 2020Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more...
Act now to rebuild consumer confidence and safeguard your organisation’s future
May 26, 2020Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them...
Video: Jo Causon on what we have learnt from lockdown
May 26, 2020In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
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.