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Webinar: Head to Head with Peter Cross (John Lewis)
February 23, 2021Each 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
February 23, 2021By 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
February 22, 2021“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
February 19, 2021Watch 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)
February 17, 2021Each 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
February 16, 2021By 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
February 10, 2021By Jo Causon, CEO, The Institute of Customer Service It is hard to believe we are approaching a full year...
Webinar: Head to Head with Eric Leenders (UK Finance)
February 9, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with Steve Holliday (Cityfibre, Zenobe and Energy Institute)
February 5, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As customer satisfaction continues to decline, we must make service a boardroom priority
February 2, 2021There is no doubt we are navigating one of the most challenging periods in our living history. The events of...
Customer satisfaction with retailers at lowest level since 2015
January 30, 2021“In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in...
Webinar: Head to Head with Angela Lockwood (North Star Housing Group Ltd)
January 26, 2021Each 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…
‘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" -…
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…
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’…
Customer Experience driving Business Performance [Podcast]
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management…
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