After a year of Covid-19, organisations need to stand back and think creatively
By Jo Causon, CEO, The Institute of Customer Service Itās been a tough 12 months for everyone living and operating…
Webinar: Head to Head with Brian Martin (Admiral Insurance)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Interview with Jo Causon – The Retail Bulletin
“In surveys customers will talk about the functional things as being important with retailers but the things that make…
As we enter a new technological era, we must deploy it responsibly
By Jo Causon, CEO, The Institute of Customer Service As we enter what we hope are the final stages of…
Financial organisations must make service a boardroom priority
“āÆThe results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the…
Webinar: Head to Head with Guy Jefferson (SP Energy Networks)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Jo Causon on Service with Respect (BBC News)
Listen to Jo’s BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on…
Back our essential workers: Service with Respect
By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force…
Service with Respect: we must not allow intolerance to be normalised
By Jo Causon, CEO, The Institute of Customer Service We launched our Service with Respect campaign in July last year,…
Webinar: Head to Head with Carla Thomas (Openreach)
Joās Head to Head guest this week was Carla Thomas, Business Customer Service Director, Openreach. Watch Carla and Jo discuss…
A focus on service will be crucial as we rebuild our economy
By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across…
Travel industry must focus on customer service
“As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival”, says Institute’s…
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.
