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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 ā of all sizes and sectors ā 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...
Customer service: the boardroom imperative for today and tomorrow
March 22, 2024Reflecting further on our Annual Conference last week, itās clear that enabling and empowering our people ā whether through better...
Building the Service Nation, together
March 15, 2024It was a real pleasure to see so many of you at ourĀ Annual ConferenceĀ this past week. Each year, Iām humbled...
A reflection on diversity in leadership on International Womenās Day
March 8, 2024Today is International Womenās Day, a global occasion to celebrate the achievements and contributions of women in all walks of...
Lessons in navigating the recovery ā knowledge sharing is power
March 4, 2024After a decade of unprecedented challenges and disruptions, the Prime Ministerās announcement of the āgreen shoots of recoveryā last week...
Head to Head with Dr Charles Young
March 1, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Reporting is crucial to protect all service workers from abuse
February 23, 2024If you are reading these columns regularly, then you will already know how vocal I have been about the need...
Businesses need to remain relevant in order to find growth
February 22, 2024Weāve recently had the news that the āRā word is back. It may only be a technical recession, but nevertheless...
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Black Friday offers a lifeline to struggling businesses, but we should handle with care
By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one…
Covid-19 learnings could help businesses make the adjustment to Brexit
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nationās attention has been…
Will technology be at the heart of service in a post-Covid world?
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end…
Service with Respect: Inspirational Stories
It has now been four months since we launched our Service with Respect campaign in…
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