Service with Respect campaign achieves legal protections for customer service staff
One of the issues we are passionate about at The Institute is that all customer service professionals should be treated…
Webinar: Head to Head with Dr Peter Carter
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
A robust ESG approach can strengthen customer satisfaction
Our research shows customer purchasing decisions are increasingly influenced by an organisationās Environmental, Social and Governance (ESG) agenda, despite some…
Appropriate use cases for AI in the customer experience
Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with…
Customer-facing staff are bedrock of our economy
The issue of prestige for frontline service workers –Ā FT 6 April Want to Understand Power in the 21st CenturyĀ -…
Webinar: Head to Head with Alastair Brass (M&S)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
A new financial year ā let’s use it to reset for the challenges ahead
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction…
Keeping communications meaningful in a changing customer landscape
There are more channels through which organisations can directly communicate with customers than ever before. This provides a wealth of…
Webinar: Head to Head with Neil Hargreaves (Knauf Insulation)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Webinar: Head to Head with Peter Markey (Boots)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
The need for speed: finding the right balance
Given all that is happening in the world right now, from the escalating cost of living crisis to the recent…
Back to the 70s? We need to help people build resilience in uncertain times
Do you remember ānormalā? It certainly feels like long a time agoā¦ Weāve had a pandemic that tested families, communities…
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.
