Financial Times Opinion: If staff donāt want to work any more, leaders should step up
Our CEO, Jo Causon, was interviewed for an opinion piece in the Financial Times, discussing how leaders need to…
Service in regulated sectors: driving an enhanced customer experience through collaboration
WithĀ the first of many General Election leadership election debatesĀ airing on Tuesday, Iām sure there will be a great deal to…
Encouraging better reporting of abuse to protect our essential service workers
Iām sure the potential outcome of the upcoming General Election will remain front of mind for many of you right…
Leveraging customer service to enhance reputation and drive growth
It is fitting that theĀ Prime Minister should call a General ElectionĀ for this summer, less than a week after I wrote…
Our Manifesto to build a Service Nation
With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns…
A manifesto for building a Service Nation and a healthy economy
Those who follow our weekly updates and recent media appearances know that I have been vocal about the current cycle…
Jo Causon as independent expert on BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again as an independent expert,…
Boosting the UK economy: investing in service to break out of the ādoom loopā
May has so far been a mixed month in terms of economic news. TheĀ latest forecastĀ from the Organisation for Economic Co-operation…
Bloomberg: Bad Service Is in Englandās Cultural DNA
A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI),…
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer…
Head to Head with Gillian Chamberlain (Capita)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Leading by example: the public sectorās role in elevating customer service
Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important…
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.
