Supporting customers through the cost of living crisis will be key to maintaining loyalty
December 9, 2022As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies....
No room for short-termism in leadership
December 2, 2022As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures....
APPG on Customer Service: Tackling skills shortages through professionalising customer service
November 29, 2022The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a...
Should it be deal or no deal for Black Friday?
November 25, 2022What’s in the box? A great deal, or a great deal of disappointment? It’s a good concept for a game...
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....
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.