Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
We cannot afford to rest on our laurels when it comes to service
August 17, 2020By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a...
Webinar: Head to Head with Trafford Wilson (The Guinness Partnership)
August 12, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Balance clear direction with agility to navigate uncertainty
August 10, 2020By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an...
Making the case for customer service in your organisation
August 7, 2020The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity...
How to define and measure the return on investment of customer service
August 5, 2020At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment....
Let’s think creatively about our high streets
August 3, 2020It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet,...
Webinar: Head to Head with Angela MacDonald CBE (HRMC)
July 29, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Organisations: adopt a zero tolerance approach to hostility and abuse
July 29, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their...
Backing our essential workers: service with respect
July 28, 2020By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown...
Employees facing increased customer hostility as lockdown eases
July 22, 2020New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds...
BBC Breakfast News: launching our ‘Service with Respect’ campaign
July 20, 2020Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more...
Webinar: Head to Head with Lord Karan Bilimoria (Cobra Beer)
July 20, 2020Each 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…
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…
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…
Events
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.