Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Jo Causon on BBC Radio Surrey & Sussex
January 12, 2021Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad...
Let’s now focus on building our service nation
January 12, 2021By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish...
Grateful to be seeing out a tough year for our service nation
December 24, 2020By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate...
What have we learned? Ten tips for 2021
December 21, 2020By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and...
More than a million over 65s have experienced bad customer service because of their age
December 21, 2020New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely...
Webinar: Head to Head with Matt Prosser (Dorset Council)
December 16, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Unlock the power of your customer data
December 12, 2020By Jo Causon, CEO, The Institute of Customer Service As we continue to navigate this pandemic’s the focus is turning...
Webinar: Head to Head with Matt Gore (Pension Insurance Corporation)
December 9, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As we embark on the road to recovery, we must make service a boardroom priority
December 8, 2020By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets...
Webinar: Head to Head with Kathryn O’Brien (TransPennine Express)
December 1, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Black Friday offers a lifeline to struggling businesses, but we should handle with care
November 26, 2020By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most...
Covid-19 learnings could help businesses make the adjustment to Brexit
November 24, 2020By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19...
Blog, tips, research and updates…
More than a million over 65s have experienced bad customer service because of their age
New research reveals 1.3m people in the UK over 65 have experienced bad customer service,…
Webinar: Head to Head with Matt Prosser (Dorset Council)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their…
Unlock the power of your customer data
By Jo Causon, CEO, The Institute of Customer Service As we continue to navigate this…
Webinar: Head to Head with Matt Gore (Pension Insurance Corporation)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their…
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.