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Webinar: Head to Head with Lord Karan Bilimoria (Cobra Beer)
July 20, 2020Each 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 Helen Dickinson OBE (British Retail Consortium)
July 15, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As customer satisfaction flatlines, a focus on our service offering can drive economic recovery
July 13, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses...
Businesses must lead the way in the ‘Green Recovery’
July 13, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of...
Inspirational stories: delivering service against the odds
July 12, 2020In the last few months, we have been inviting our members and wider network to share examples of great and...
Webinar: Head to Head with Peter Farrer (Scottish Water)
July 7, 2020Each 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 John Barnett (Npower)
July 1, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Recognise excellent service to keep staff motivated for the task ahead
June 30, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Tough short-term decisions must not be at the expense of long-term performance and productivity
June 25, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Tops tips: Developing a culture of agility and innovation
June 24, 2020The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better...
Webinar: Head to Head with Leigh Tavaziva (Centrica)
June 23, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Unlocking service productivity to fuel economic recovery
June 21, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Blog, tips, research and updates…
Customer Service Root Cause Analysis Video
Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience…
Response to UKRN consultation: UKRN Strategy 2024-27
UKCSI Open Webinar Jan 2024
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to…
Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers
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