Poor customer service costs UK firms billions ā so why canāt they get it right?
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with…
Webinar: Head to Head with Nick Atkin (Yorkshire Housing)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living…
Our latest UKCSI results are a timely reminder of the importance of service
Our latestĀ UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation…
Invest now in the skills we need for the future
The latest figures from the Office of National Statistics (who will be speaking at ourĀ Annual ConferenceĀ in March) revealed a welcome…
Webinar: Insight, Action and Impact: using insight to improve the customer experience
Watch our panel discussion webinar chaired by our CEO, Jo Causon, during which our panellists shared best practice and provided…
Public policy to shape our Service Nation in 2023 and beyond
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is…
Webinar: Head to Head with Paul Philpott (Kia)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, Iād like to wish you all a very Happy New…
There is an opportunity to make 2023 the year of service
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to…
Understand the data and trends to prepare for a tough 2023
As we approach the New Year, ourĀ 2023 Trends ReportĀ highlights the challenging environment organisations face as UK society becomes more divided,…
Water Industry Journal: Harnessing technology with people for better service outcomes
Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service. Many…
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.
