LBC Opinion: Don’t lose sight of the customer this election: put customer service at the heart of UK’s economic growth agenda
June 17, 2024Our CEO, Jo Causon, penned an opinion piece for LBC, discussing the service agenda in the context of the 2024...
Driving growth through service leadership
June 14, 2024Leadership is clearly an essential part of any organisation’s success – and there is no shortage of literature on the...
Financial Times Opinion: If staff don’t want to work any more, leaders should step up
June 11, 2024Our CEO, Jo Causon, was interviewed for an opinion piece in the Financial Times, discussing how leaders need to...
Service in regulated sectors: driving an enhanced customer experience through collaboration
June 10, 2024With the first of many General Election leadership election debates airing on Tuesday, I’m sure there will be a great deal to...
Encouraging better reporting of abuse to protect our essential service workers
May 31, 2024I’m sure the potential outcome of the upcoming General Election will remain front of mind for many of you right...
Leveraging customer service to enhance reputation and drive growth
May 24, 2024It is fitting that the Prime Minister should call a General Election for this summer, less than a week after I wrote...
Our Manifesto to build a Service Nation
May 22, 2024With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns...
A manifesto for building a Service Nation and a healthy economy
May 17, 2024Those who follow our weekly updates and recent media appearances know that I have been vocal about the current cycle...
Jo Causon as independent expert on BBC Radio 5’s Wake up to Money
May 16, 2024The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again as an independent expert,...
Boosting the UK economy: investing in service to break out of the ‘doom loop’
May 10, 2024May has so far been a mixed month in terms of economic news. The latest forecast from the Organisation for Economic Co-operation...
Bloomberg: Bad Service Is in England’s Cultural DNA
May 9, 2024A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI),...
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
May 9, 2024Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer...
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.