With elections looming, how can we drive growth through an uncertain landscape and escape paralysis?
September 15, 2023Parliament is well and truly back in session, and the health of the economy is a key area of concern...
M&S’s FTSE 100 return shows the power of customer service
September 8, 2023This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the...
The Sunday Times: What went wrong with Britain’s customer service
September 8, 2023Jo Causon, the Institute’s CEO, featured in a Sunday Times article discussing what is contributing to the recent decline...
The Grocer – M&S’s FTSE return shows the power of customer service
September 7, 2023Jo Causon, the Institute’s CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on...
How the travel industry can turn chaos into opportunity
September 1, 2023This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and...
Corporate governance: time to refocus on balancing the needs of all stakeholders?
September 1, 2023Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of...
Webinar: Head to Head with Pat McDonagh
August 30, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
More than a summer job: Service as a Profession
August 25, 2023Over the last two weeks, students across the country have been receiving their exam results, with some even brave enough...
Webinar: Head to Head with Andy Morris (Cirencester Friendly Society)
August 23, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
When it comes to Consumer Duty, value is the key
August 18, 2023We are just three weeks into the start of Consumer Duty, the Financial Conduct Authority’s (FCA) new powers to set...
Webinar: Head to Head with Liz Fairburn (Department for Work and Pensions)
August 17, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
How customer service can save the high street
August 11, 2023For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect...
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.