Digital technology brings colour and can enhance the service experience
By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply…
Breakthrough Research: Work with a Purpose – Building a shared vision of the future
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer…
Adding injury to insult: exploring the fear customer service workers face every day
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that…
Webinar: Head to Head with Mark Evans (Direct Line Group)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
This weekās Parliamentary Bill is a welcome step forward for our Service Nation
By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to raise attention of the lack…
Webinar: Head to Head with Tara Mullen (Octopus Energy)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Build emotional connections to retain employees
By Jo Causon, CEO, The Institute of Customer Service It’s no secret that the nation is facing a severe skills…
A reset is needed to meet the challenges weāre facing
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities…
Managing the customer experience is a key element of risk management
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all…
Reality not rhetoric required on customer service claims
By Jo Causon, CEO, The Institute of Customer Service Fantastic support, excellent customer service, number one for customer satisfaction! Listening…
Webinar: Head to Head with Louise Beardmore (United Utilities)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
We must accelerate our response to the Green Agenda
By Jo Causon, CEO, The Institute of Customer Service Last weekās United Nations report on the effects of climate change…
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.
