Boosting productivity will be key to capitalising on the green shoots of economic recovery
August 23, 2024The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in...
Head to Head with Alison Platt (Hargreaves Lansdown)
August 22, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Taking a break? Holidays are good for you and your work performance
August 22, 2024August is the peak holiday month when traditionally things slow down a little at work. More people are away and...
BBC Radio 5 Wake up to Money: Jo Causon returns to discuss the latest in customer satisfaction
August 21, 2024Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the rental market slowing, retailers...
Elevating the value of service as a profession in the hospitality sector
August 19, 2024In what has been a busy week for economic data, the Office for National Statistics’ latest labour market overview released on Tuesday...
Head to Head with Chris Norbury (E.ON)
August 13, 2024Our Head to Head interviews are a great opportunity to engage with senior business leaders and gain first-hand knowledge from...
Building a legacy based on service excellence
August 9, 2024I’m sure many of you have been glued to the Olympics in recent weeks, cheering on and celebrating our nation’s...
Consumer Duty one year on – an outcomes-based approach remains paramount
August 2, 2024Dubbed the biggest regulatory shake-up of the financial sector in a decade, the Financial Conduct Authority’s (FCA) Consumer Duty has...
UK customer satisfaction levels remain low, threatening nation’s economic recovery
July 31, 2024A landmark report on the state of customer service across the UK revealed that satisfaction levels are at their lowest...
Forbes article: Factors Driving The Gap Between Customer Expectations And Satisfaction
July 31, 2024An in-depth Forbes article quotes the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in a piece discussing the...
The Telegraph: Firms turn to ‘brand ambassadors’ despite satisfaction levels plummeting to a 14-year low
July 30, 2024The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of ‘brand ambassadors’...
How can businesses respond when seismic events come knocking?
July 26, 2024Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent number of years. However, by...
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.