Recording of 7 Key Themes for Successful Service Leaders
November 1, 2023In today’s challenging and ever-evolving world, the role of the professional Customer Service Leader has never been more demanding. With competing...
The Telegraph: Self-checkouts to wipe out hundreds of Christmas jobs
October 30, 2023The Institute’s CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where...
Seeing the whole of customers’ needs – not just taking an insular view
October 30, 2023Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need...
How a holistic approach to customer experience can breathe life back into the high street
October 27, 2023As we move through the final few months of the year – known in retail-focused sectors as the Golden Quarter...
BBC Radio 5 Wake up to Money: Jo Causon as business guest
October 26, 2023Jo Causon was the business guest on BBC Radio 5’s Wake up to Money, commenting on the latest business...
BBC Radio 4 You and Yours: Expert Comment by Jo Causon
October 25, 2023Listen to Jo Causon on BBC Radio 4’s You and Yours, where she discussed the recent decline in customer...
The Telegraph: ‘I called up Barclays for help, but the WFH agent was too busy with her dog’
October 23, 2023The Institute of Customer Service’s UK Customer Service Index results featured in a Telegraph article discussing challenges faces by...
Why it’s time to snap out of crisis mode
October 20, 2023It’s that time of the year again; the dusk is creeping in earlier, the leaves are changing palette, and we...
Webinar: Head to Head with Ailsa King (Marsh McLennan)
October 18, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Engagement from the top down: Learnings from National Customer Service Week
October 13, 2023I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website...
Recording of Customer Service Skills now and for the Future – follow up session
October 12, 2023A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a...
Reflecting on National Customer Service Week: the value of inspiring a service nation
October 9, 2023As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses...
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.