Leading through uncertainty – how business leaders can navigate tough times
Revised figures published by the Office for National Statistics this week revealed that the UK’s productivity crisis is worse than expected. This…
Building business confidence through service
Warnings this week that some organisations intend to cut plans for growth, especially around headcount and hiring, are both concerning and…
Head to Head with Vanessa Pillay, Director of Customer Service (BT Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Institute of Customer Service Parliamentary Reception – November 2024
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of…
The critical end-of-year period – maximising the Golden Quarter
The so-called Golden Quarter and its flagship moments – Black Friday and Christmas – present a significant opportunity for businesses…
Putting ourselves in unfamiliar situations brings new learnings and refreshes our perspectives
I am often invited to speak at conferences and events around the UK – but last week, I spoke at…
Head to Head with Elaine Kerr, CEO (DPD UK)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
A Season for sensitivity?
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic –…
Building a future of AI in service requires long-term thinking
Talk of the UK economy came to an initial halt this week as the world watched for confirmation of the…
Head to Head with Anne Clarke (Waitrose & Partners)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Reflecting on the Budget and road ahead for the Service Nation
There has already been much commentary on this week’s Budget, which was a defining milestone for the new government in…
Head to Head with Louise Locke (Information Commissioner’s Office)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
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.
