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.
We need our frontline workers now more than ever – let’s treat them with respect
January 26, 2021By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of...
Jo Causon on Ian King Show (Sky News)
January 25, 2021Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing...
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, 2021Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad...
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...
Blog, tips, research and updates…
- All
- CEO Statement
- Delivering Service during Challenging Times
- Featured
- Head to Head Interview
- Homepage
- National Customer Service Week (NCSW)
- Service with Respect
Webinar: Head to Head with Alison Jones (PSA Group)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their…
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…
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.