Clear and effective communication is more important than ever in febrile times
It’s often said that good communication is a key component of corporate strategy – and this has never been truer…
No time for a COP out – the importance of staying the course on sustainability
This week at COP, businesses and world leaders have been lobbying for their preferred outcomes. Expectations for the current…
BBC Radio 5 Wake up to Money: Jo Causon discusses AI, consumer confidence and changing behaviours
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Cyber-security and the customer experience: an unavoidable challenge
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place…
We must do more to protect our frontline service staff
In the past week, we have received a stark reminder of the extreme risks people serving the public face every…
Leading through service – the changing role of the CEO
What it is to be a CEO today is markedly different to what it once was. The plethora of challenges…
How changes in the product and service offering can damage consumer trust
News that McVitie’s has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them…
Capitalising on the busy months ahead
As the days shorten and retail’s Golden Quarter gets into full swing, we’re reminded that this is a critical trading…
Recording of our Quick Wins for Complaint Handling – Webinar
Watch our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. This short webinar…
Recording of our NCSW: Introducing the Academy – Webinar
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The…
National Customer Service Week – and beyond
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals,…
Recording of our NCSW: Award Entries Top Tips – Webinar
To wrap up a fantastic National Customer Service Week, we hosted an engaging session on strategies for creating standout awards…
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.
