Leadership is about service, not self
Questions of leadership are never far away, in public life or in business. In turbulent times such as we have…
As the economic outlook slowly brightens, let’s get out of crisis mode
Positive economic news has been hard to come by of late, so we should at least be thankful for the…
Webinar: Head to Head with Andrew Miller (Motability Operations Group Plc)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Combining artificial and human intelligence to power growth
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and…
Webinar: Head to Head with Baroness Bennett (Green Party Peer)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Webinar: Head to Head with Liz Jackson (BCMS)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The service agenda can help create more cohesion in a polarised world
Itās a theme Iāve discussed a number of times in my blog ā but we are becoming more polarised than…
Service with Respect – Cost of Living Fuelling Customer Abuse
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in…
We cannot let abuse of customer-facing staff become endemic
It has been a busy week at The Institute, as we have launched the latest round of research as part…
Webinar: Head to Head with Narinder Uppal
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Social media as a review channel
Over the years, social media has become unavoidable in our daily lives, revolutionising how we communicate, share information, and connect…
Webinar: Head to Head with Eva Eisenschimmel (Lowell)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Events and Training
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.
