Cost of living: call for swift action on financial disputes
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties…
The rise of vulnerability and exclusion: supporting customers through challenging times
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are…
Organisations need to reset to avoid customer service downward spin
It has been a really testing couple of years for individuals, families and businesses ā and the service industry has…
The summer of discontent
With passengers being advised not to travel on trains unless necessary next week and UK airlines told to cancel flights…
Webinar: Head to Head with Basil Scarsella (UK Power Networks)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Continually upskilling our workforce is essential for our future as a service nation
Recent headlines bring into sharp focus that we are living through one of the mostĀ volatile periods in history. In addition…
From street parties to farm shops – why localism should form part of your service strategy
This weekās Jubilee celebrations come at a strange time for the country – in the wake of supply chain issues,…
Changing customer behaviours in an uncertain world
Our latest deep-dive research report on Customer Behaviour launched last weekĀ made for fascinating reading. The research shows a complex…
Webinar: Head to Head with Sarah Beale (The Association of Accounting Technicians)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
A watershed in customer attitudes with far-reaching implications for business
So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now…
Webinar: Head to Head with Vicki Heslop (CovƩa Insurance)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. One of…
Polarisation: how are we going to manage the fact that we can’t have everything for nothing?
With prices rising at their fastest rate for 40 years, itās clear that itās a tough time for businesses and…
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.
