Defining leadership
What qualities define a good leader? In uncertain and volatile times, itās a more relevant question than ever. Businesses need…
Webinar: Head to Head with Gareth Rhys Williams (Cabinet Office)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Focus on retaining and attracting talent, or risk a collapse in essential service provision
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned…
Supporting our people should be a business priority, year-round
This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts…
Webinar: Head to Head with Richard Fearon (Leeds Building Society)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Striking the right balance at moments of high tension
Following last weekās Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating…
Jo Causon on NCSW 2022, BBC Radio Wales
Listen to the Institute’s CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer…
Webinar: Head to Head with Shirley Fell (Cirencester Friendly Society)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Digitally disengaged differs from vulnerable
Home computers have now been with us for more than half a century, and their daily use has become a…
Mariella Frostrup, Times Radio
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with…
Response to Establishing a pro-innovation approach to regulating AI: AI Regulation Policy Paper
Institute of Customer Service response to the DCMS AI Regulation Policy Paper, āEstablishing a pro-innovation approach to regulating AIā.
Resetting our service nation
I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both…
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.
