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…
Customer-facing employees will be crucial to our recovery – we must treat them with respect
By Jo Causon, CEO, The Institute of Customer Service Last week’s announcement of a ‘roadmap’ ‘for our gradual emergence from…
![Customer Experience driving Business Performance [Podcast]](https://www.instituteofcustomerservice.com/wp-content/uploads/2022/02/Jo-Ipsos_cover-for-web_480x320px.png)
Customer Experience driving Business Performance [Podcast]
Listen to Jo Causon, Institute’s CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship…
Webinar: Head to Head with Peter Cross (John Lewis)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
As the crisis rages on; we must live for today – but plan for tomorrow
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britain’s economy experienced the…
Retail sales plummet 8.2% in January, latest ONS figures reveal
“As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are…
The importance of contact centres in delivering first-class customer service
Watch Jo speaking at HQN’s Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the…
Webinar: Head to Head with Heather Smith (LV= General Insurance Direct)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest…
As we navigate the fallout from Brexit; excellent service has never been more crucial
By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses…
We have a real opportunity to re-shape our future – let’s not waste it
By Jo Causon, CEO, The Institute of Customer Service It is hard to believe we are approaching a full year…
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.
