Polarisation: how are we going to manage the fact that we can’t have everything for nothing?
May 20, 2022With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and...
Webinar: Head to Head with Mike Gauterin (BT)
May 19, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Webinar: Head to Head with Anna Cook (Sky)
May 12, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
The urgent need for moral leadership
May 11, 2022In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how...
Webinar: Head to Head with Paul Jenkins (Cabot)
May 6, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Service with Respect – changing the law is just the beginning
April 29, 2022Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment...
Jo Causon on Service with Respect – New Legislation
April 29, 2022Service with Respect: new legislation protecting our frontline staff from abuse Watch Ian King (Sky News) interview Jo Causon, the...
Service with Respect campaign achieves legal protections for customer service staff
April 29, 2022One of the issues we are passionate about at The Institute is that all customer service professionals should be treated...
Webinar: Head to Head with Dr Peter Carter
April 28, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
A robust ESG approach can strengthen customer satisfaction
April 26, 2022Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some...
Appropriate use cases for AI in the customer experience
April 14, 2022Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with...
Customer-facing staff are bedrock of our economy
April 14, 2022The issue of prestige for frontline service workers – FT 6 April Want to Understand Power in the 21st Century – is...
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.