Employee engagement is more important than ever in a changing environment
Employee engagement is a perennial imperative for any organisation, with the link between highly engaged employees and strong customer service…
Recording of our NCSW: Fuelling growth through service ā Jo Causon & Colin Fyfe, CEO, Unity Trust Bank
On the Wednesday of National Customer Service Week 2025 we focused on the theme of Productivity, Growth and Innovation. As…
Rebuilding national unity through our Service Nation
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British,…
Head to Head with Craig Brown, Chief Operating Officer (Legal & General Retail)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
How to get the best out of AI? Focus on people
The conversation surrounding the risks and opportunities of AI remains complex and fraught with uncertainty. There is, as yet, no…
Navigating labour market pressures by boosting productivity
The latest jobs data this week issued a clear signal that the UK labour market is set to cool further…
Listen: discussion on state of customer service on BBC Radio 5 Live
To mark the launch of Peter Cross’s new book, Start with the Customer, co authored by Jo Causon, The…
If people really are your most important asset, keeping them engaged is essential
Employee engagement is as critical as it has ever been for organisational success, and although the key ingredients that drive…
Unlocking potential to futureproof our workforce
This week, the Chancellorās announcement of the Autumn Budget on 26 November has reignited conversations about the UKās ability…
BBC Radio 5 Wake up to Money: Jo Causon discusses abuse of customer-facing workers
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Forbes Opinion Piece: Three Essential Qualities Of Effective Service Leaders
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put…
Beyond the chatbot: The hidden potential of AI
The use of AI has featured heavily in the news again this week. In fact, you would have had…
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.
