Parliamentary Reception: Five Years of Service with Respect
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the…
Trust is the cornerstone of resilience and long-term success
NatWestās recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we…
Forbes Opinion Piece: Can AI With A Human Touch Help Restore Confidence In Customer Service?
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise…
BBC Radio 5 Wake up to Money: Jo Causon on trading through uncertain times to bring the UK back to growth
Our CEO Jo Causon returns once more to BBC Radio 5 Live’s Wake up to Money, where she talks…
Learning from service failures for future success
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of…
Three key lessons highlighted by the growing cyber threat
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment ā but…
The EU-UK Deal ā an opportunity for Britainās service leadership to shine on the global stage
The news this week that the UK government has agreed a framework for a deeper economic relationship with the EU…
The Telegraph: For pityās sake, just let me speak to a human being
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for…
Investing in talent ā for now and the future
Despite summer arriving in earnest, the business and economic outlook paints a mixed forecast. New figures reveal significant challenges in…
Why governance matters for service-led success
This weekās news that OpenAI will remain under the governance of its non-profit board caught my attention, particularly as it…
Introduction the Academy Webinar Recording
In our Introduction the Academy webinar, our Director of Academy & Partnership, Stefan Parker, provided a full overview of the…
Building trust for when things go wrong
In recent months, we have seen several major retailers and banks experience significant digital outages. Morrisons, Marks & Spencer, the…
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.
