Webinar: Head to Head with Liz Jackson (BCMS)
May 30, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
The service agenda can help create more cohesion in a polarised world
May 26, 2023It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than...
Service with Respect – Cost of Living Fuelling Customer Abuse
May 22, 2023Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in...
We cannot let abuse of customer-facing staff become endemic
May 19, 2023It has been a busy week at The Institute, as we have launched the latest round of research as part...
Webinar: Head to Head with Narinder Uppal
May 18, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Social media as a review channel
May 12, 2023Over the years, social media has become unavoidable in our daily lives, revolutionising how we communicate, share information, and connect....
Webinar: Head to Head with Eva Eisenschimmel (Lowell)
May 10, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
As we celebrate, let’s acknowledge our hard-working service professionals
May 5, 2023As we edge closer to the Coronation – and whether you are a republican, a royalist, or somewhere in between...
Webinar: Head to Head with Lindsey Fussell (Ofcom)
May 3, 2023Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
AI presents an opportunity, but must be deployed responsiblyÂ
April 28, 2023AI has been hitting the headlines again this week, as the titans of Silicon Valley seemingly battle for dominance in...
Time to move the dial on growth
April 25, 2023This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms,...
Let’s ‘lean in’ to a new financial year with confidence
April 21, 2023Returning to work this week after a much-needed holiday, I was pleased to see reports from Deloitte and EY that business leaders...
Events
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.