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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...
ROI of Customer Service: why customer service matters
March 3, 2021Our 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
March 3, 2021“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)
March 2, 2021With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively...
Blog, tips, research and updates…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me –…
The last stand of the call-centre worker
The Economist featured The Institute's latest UK Customer Satisfaction Index (UKCSI) in an article about…
People and good data remain key to personalised service
The media has recently been awash with stories, including this one in The Telegraph, about…
Customer Service Root Cause Analysis Video
Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience…
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