The end of the āpingdemicā underlines our collective responsibility for effective service
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to…
Supply chain problems could be an opportunity to rethink how we do things
By Jo Causon, CEO, The Institute of Customer Service Of the many challenges we have faced over the past year,…
Webinar: Head to Head with Gerry McGarry (Berry)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Customer Satisfaction Index improvement masks some significant challenges ahead
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July…
Webinar: Head to Head with Vicky Fordham-Lewis (Osborne Property Services)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
We need to protect all customer-facing staff from abuse and hostility across all sectors
By Jo Causon, CEO, The Institute of Customer Service Itās been a year since we launched our Service with Respect…
Webinar: Head to Head with Oke Eleazu (Bought by Many)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
As customer service complaints rise, organisations need to address the root cause
By Jo Causon, CEO, The Institute of Customer Service The events of the past year have shaken the customer experience…
Webinar: Head to Head with Connie Nam (Astrid & Miyu)
Our Head to Head guest this week was Connie Nam, Founder & CEO of Astrid & Miyu. Jo Causon, our…
Customers fed up with Covid excuse for bad service
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up…
UK Customer Satisfaction Index (UKCSI) – July 2021
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since…
Webinar: Head to Head with Fiona MacGregor (Regulator of Social Housing)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
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.
