Head to Head with Joanna Swash (Moneypenny)
In 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
Last weekendās 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)
In 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
When was the last time things felt ānormalā? Most of us would probably agree that conditions have felt anything but…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with theĀ Financial TimesĀ for…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our 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
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britainās shopworkers, represents a significant and…
The Sunday Times: First Direct: inside the firm that gets customer service right
The 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
With 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
Undergoing ServiceMark accreditation is an opportunity for organisations ā of all sizes and sectors ā to demonstrate the high quality…
Head to Head with Matthew Pratt (Redrow)
In 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
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and…
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.
