Webinar: Head to Head with Dame Irene Hays (Hays Travel)
October 3, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
The Future of AI – Webinar with Simon Shaw, Director of Digital Care at Virgin Media O2
October 3, 2023To mark the start of National Customer Service Week and in line with Monday’s topic, we held an interactive webinar...
Tackling the growing sense of lawlessness and the risk to frontline workers
October 2, 2023We are, as we all know, living in challenging times with what feels like a significant rise in anti-social behaviour...
The Economist: Customer service is getting worse – and so are customers
September 29, 2023Jo Causon, the Institute’s CEO, discusses the importance of finding the right balance between AI and human interactions when...
The ROI of the service agenda is clear – and we need to keep getting the message across
September 27, 2023Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return...
With elections looming, how can we drive growth through an uncertain landscape and escape paralysis?
September 15, 2023Parliament is well and truly back in session, and the health of the economy is a key area of concern...
M&S’s FTSE 100 return shows the power of customer service
September 8, 2023This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the...
The Sunday Times: What went wrong with Britain’s customer service
September 8, 2023Jo Causon, the Institute’s CEO, featured in a Sunday Times article discussing what is contributing to the recent decline...
The Grocer – M&S’s FTSE return shows the power of customer service
September 7, 2023Jo Causon, the Institute’s CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on...
How the travel industry can turn chaos into opportunity
September 1, 2023This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and...
Corporate governance: time to refocus on balancing the needs of all stakeholders?
September 1, 2023Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of...
Webinar: Head to Head with Pat McDonagh
August 30, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Events
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.