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Covid-19 learnings could help businesses make the adjustment to Brexit
November 24, 2020By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19...
Will technology be at the heart of service in a post-Covid world?
November 24, 2020By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many...
Service with Respect: Inspirational Stories
November 19, 2020It has now been four months since we launched our Service with Respect campaign in response to the worrying increase...
Keep the customer experience alive through lockdown to maintain loyalty
November 16, 2020By Jo Causon, CEO, The Institute of Customer Service The ongoing impacts of the Covid-19 pandemic continue to create challenges...
Webinar: Head to Head with Miguel Cabaça (Arval UK)
November 16, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with Neil Mullarkey (The Comedy Store Players)
November 13, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Embrace the lessons of the first lockdown to navigate the second
November 10, 2020By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves...
Webinar: Head to Head with Ben Fletcher (The Very Group)
November 6, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Faced with a new wave of uncertainty, we should focus on a green recovery
November 3, 2020By Jo Causon, CEO, The Institute of Customer Service The latest phase of the Covid-19 pandemic has brought with it...
Jo Causon on LBC’s Nick Ferrari at Breakfast
November 2, 2020LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features...
We must steel ourselves for the challenges ahead
October 27, 2020By Jo Causon, CEO, The Institute of Customer Service As regional lockdowns continue to come into force up and down...
Webinar: Head to Head with Catherine Rutter (Lloyds Banking Group)
October 23, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Blog, tips, research and updates…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The…
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