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
“ The 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. Jo’s 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)
Jo’s 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…
ROI of Customer Service: why customer service matters
Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the…
‘Know and care about your customers’: why online communication is key to great service
“Having well-trained customer service operatives who have high emotional intelligence is really important” – says Institute’s CEO, Jo Causon,…
Breakthrough Research Launch – Trust and the Customer Experience (13 Apr 2021)
With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively…
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.
