Webinar: Head to Head with Mike Gauterin (BT)
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 Anna Cook (Sky)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
The urgent need for moral leadership
In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how…
Webinar: Head to Head with Paul Jenkins (Cabot)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Service with Respect – changing the law is just the beginning
Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment…
Jo Causon on Service with Respect – New Legislation
Watch Ian King (Sky News) interview Jo Causon, the Institute’s CEO, to discuss the amendment to the Sentencing Bill and…
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…
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.
