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Head to Head with Joanna Swash (Moneypenny)
May 2, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Tech and customer service – the code to getting it right
April 26, 2024Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the...
Head to Head with Phillippa Cardno (Newbury Building Society)
April 25, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Navigating uncertainty requires clear and calm leadership
April 23, 2024When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but...
Service in the headlines for the right reasons
April 19, 2024We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for...
Financial Times Weekend Magazine feature: How did customer service get so bad?
April 18, 2024Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial...
Protecting our service professionals – a cross-sector view
April 12, 2024The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and...
The Sunday Times: First Direct: inside the firm that gets customer service right
April 10, 2024The Institute’s UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist...
New beginnings: embracing the promise of Spring
April 4, 2024With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful...
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
March 28, 2024Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality...
Head to Head with Matthew Pratt (Redrow)
March 28, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Building a thriving future through the Service Nation
March 27, 2024It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and...
Blog, tips, research and updates…
As customer satisfaction continues to decline, we must make service a boardroom priority
There is no doubt we are navigating one of the most challenging periods in our…
Customer satisfaction with retailers at lowest level since 2015
"In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up…
Webinar: Head to Head with Angela Lockwood (North Star Housing Group Ltd)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their…
We need our frontline workers now more than ever – let’s treat them with respect
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national…
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