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Our service workers are the bedrock of our economy – we must protect them
June 8, 2021By Jo Causon, CEO, The Institute of Customer Service It has been nearly a year since we at the Institute...
Consumers want businesses to help them be more environmentally-friendly
June 3, 2021“Businesses that fail to bring greener products and services to market could see sales decline over the next five years.” ...
Covid-19 and the changing psychology of the customer experience
June 2, 2021“With everything the past year or so has thrown at us, it is hard to overplay the impact it...
Webinar: Head to Head with Elliot Shaw (Highways England)
June 2, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Message from our CEO: What’s in store for the coming months
May 26, 2021Watch our CEO, Jo Causon, share our priorities for the next few months and how we are helping you navigate...
Rail shake-up offers lessons to put all organisations on the right track
May 25, 2021By Jo Causon, CEO, The Institute of Customer Service The announcement of the government’s plan for a new state-owned body,...
As we continue our road out of lockdown, we must maintain our focus on service
May 25, 2021By Jo Causon, CEO, The Institute of Customer Service As our road out of lockdown continues, it’s been heartening to...
Webinar: Head to Head with Ant Middle (Ageas)
May 21, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with Aimie Chapple (Capita Experience)
May 14, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Balancing innovation with function
May 14, 2021By Jo Causon, CEO, The Institute of Customer Service It feels like the past week has seen a step change...
Making the ‘future of work’ work for all
May 10, 2021By Jo Causon, CEO, The Institute of Customer Service As the vaccine rollout continues and hospitality and retail venues open...
Webinar: Head to Head with Ian Cain (SES Water)
May 7, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Blog, tips, research and updates…
Customer service: the boardroom imperative for today and tomorrow
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our…
Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of…
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