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After a year of Covid-19, organisations need to stand back and think creatively
March 29, 2021By Jo Causon, CEO, The Institute of Customer Service It’s been a tough 12 months for everyone living and operating...
Webinar: Head to Head with Brian Martin (Admiral Insurance)
March 25, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Interview with Jo Causon – The Retail Bulletin
March 24, 2021“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
March 23, 2021By 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
March 17, 2021“ 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)
March 17, 2021Each 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)
March 16, 2021Listen 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
March 16, 2021By 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
March 15, 2021By 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)
March 11, 2021Jo’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
March 9, 2021By 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
March 4, 2021“As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival“, says Institute’s...
Blog, tips, research and updates…
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…
Lessons in navigating the recovery – knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green…
Head to Head with Dr Charles Young
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
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