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Leading by example: the public sector’s role in elevating customer service
May 3, 2024Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important...
Tech and customer service – the code to getting it right
April 26, 2024Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the...
Service in the headlines for the right reasons
April 19, 2024We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for...
Protecting our service professionals – a cross-sector view
April 12, 2024The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and...
New beginnings: embracing the promise of Spring
April 4, 2024With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful...
Customer service: the boardroom imperative for today and tomorrow
March 22, 2024Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better...
Building the Service Nation, together
March 15, 2024It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled...
A reflection on diversity in leadership on International Women’s Day
March 8, 2024Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of...
Lessons in navigating the recovery – knowledge sharing is power
March 4, 2024After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” last week...
Reporting is crucial to protect all service workers from abuse
February 23, 2024If you are reading these columns regularly, then you will already know how vocal I have been about the need...
Stormy conditions ahead?
February 16, 2024Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it...
How personalised experiences can shape the future
February 9, 2024The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this...
Blog, tips, research and updates…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The…
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