Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Recognise excellent service to keep staff motivated for the task ahead
June 30, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Tough short-term decisions must not be at the expense of long-term performance and productivity
June 25, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Tops tips: Developing a culture of agility and innovation
June 24, 2020The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better...
Webinar: Head to Head with Leigh Tavaziva (Centrica)
June 23, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Unlocking service productivity to fuel economic recovery
June 21, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Engaging your workforce to rebuild our economy
June 15, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Webinar: Head to Head with Giles Hawke (Cosmos)
June 11, 2020Watch Jo and Giles discuss the future of the travel sector and the on going implications of the Covid-19 crisis...
Top tips on Improving Service Productivity
June 10, 2020In the context of the financial and operational challenges emerging from the Covid-19 crisis, improving productivity has a renewed urgency:...
Top tips on preparing for the next phase of the Covid-19 crisis – operational considerations
June 10, 2020In every organisation, there will be a spectrum of opinions on returning to the workplace. While many will be keen...
Innovation is the key to servicing customers in the new world
June 8, 2020As the saying goes, necessity is the mother of invention – and as businesses continue to face the enormous challenges...
Webinar: Head to Head with Jo Moran (Marks & Spencer)
June 3, 2020Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
The world is changing: businesses have an opportunity to rebuild a better future
June 2, 2020We should recognise that the crisis also brings with it a unique opportunity to re-set and restructure our organisations in...
Blog, tips, research and updates…
Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of…
Lessons in navigating the recovery – knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green…
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.