Price increases & polarisation: supporting customers through challenging times
It may feel like we have said this time and again over the past few years, but the UK (and,…
This National Careers Week, letās celebrate the service profession
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more…
Webinar: Head to Head with Tanya Sephton (South East Water Ltd)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Record UK customer satisfaction levels mask challenges that will increasingly come to the fore
On the face of it, our January 2022 UK Customer Satisfaction Index (UKCSI) results are great news. Customer satisfaction is…
Now is the time for the regulation of service to evolve
Whether we notice it or not, regulation touches many parts of our daily lives. It is an important aspect of…
Harnessing customersā interest in local solutions may be the future of service delivery
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country…
Webinar: Head to Head with Jacqueline Starr (Rail Delivery Group)
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 Joanna Jensen (Childs Farm)
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 Jo Dow (Business Stream)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Webinar: Head to Head with Dr Nilufar Ahmed (Bristol University)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Stay focused on the service essentials in 2022
Itās been another demanding year for organisations in an environment beset by the pandemic, economic uncertainty and, more latterly, intensifying…
Developing and investing in people is key to retaining them
The end of the year is approaching, and what a rollercoaster itās been. For customer service leaders and teams, itās…
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.
