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.
Weekly webinar: Head to Head Interviews with Business Leaders
January 20, 2021Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Webinar: Head to Head with Liv Garfield (Severn Trent)
January 20, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As the Green Agenda becomes mainstream, organisations must take notice
January 19, 2021By Jo Causon, CEO, The Institute of Customer Service As we enter the new year, environmental and sustainability concerns have...
With the green agenda taking root, there is an opportunity for organisations to show leadership
January 19, 2021By Jo Causon, CEO, The Institute of Customer Service Despite the obvious challenges that we still all face, there are...
Webinar: Head to Head with Amanda Jones (Post Office)
January 12, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Jo Causon on BBC Radio Surrey & Sussex
January 12, 2021Institute’s CEO, Jo Causon, interviewed on BBC Radio Surrey & Sussex on over 65s experiencing poor customer service Listen to...
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...
Blog, tips, research and updates…
- All
- CEO Statement
- Delivering Service during Challenging Times
- Interview
- National Customer Service Week (NCSW)
- Research
- Service with Respect
NCSW Webinar: Service with Respect
For Wednesday's Recognition theme in National Customer Service Week, our CEO Jo Causon held a…
Service workers are the backbone of our economy – let’s give them the respect they deserve
By Jo Causon, CEO, The Institute of Customer Service I wrote a few months ago…
NCSW Webinar: Turning Insight Into Action
In July, we published the latest UK Customer Satisfaction Index, alongside the key findings we…
Webinar: Head to Head with Richard Pash (Zurich)
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.
Interested in becoming a member?
Embed service throughout your organisation and enhance your business performance.