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A manifesto for building a Service Nation and a healthy economy
May 17, 2024Those who follow our weekly updates and recent media appearances know that I have been vocal about the current cycle...
Jo Causon as independent expert on BBC Radio 5’s Wake up to Money
May 16, 2024The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again as an independent expert,...
Boosting the UK economy: investing in service to break out of the ‘doom loop’
May 10, 2024May has so far been a mixed month in terms of economic news. The latest forecast from the Organisation for Economic Co-operation...
Bloomberg: Bad Service Is in England’s Cultural DNA
May 9, 2024A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI),...
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
May 9, 2024Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer...
Head to Head with Gillian Chamberlain (Capita)
May 8, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Leading by example: the public sector’s role in elevating customer service
May 3, 2024Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important...
Head to Head with Joanna Swash (Moneypenny)
May 2, 2024In 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
April 26, 2024Last weekend’s 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)
April 25, 2024In 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
April 23, 2024When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but...
Service in the headlines for the right reasons
April 19, 2024We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for...
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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…
Keep the customer experience alive through lockdown to maintain loyalty
By Jo Causon, CEO, The Institute of Customer Service The ongoing impacts of the Covid-19…
Webinar: Head to Head with Miguel Cabaça (Arval UK)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their…
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