Jo Causon interviewed on BBC Radio 5 Live for Service with Respect campaign
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as part of our Service with…
Watch: Jo Causon on BBC Breakfast discussing Service with Respect campaign to protect customer-facing workers from abuse
CEO Jo Causon on abuse of customer facing staff: “We (as business leaders) need to stand up and say this…
Boosting productivity will be key to capitalising on the green shoots of economic recovery
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in…
Head to Head with Alison Platt (Hargreaves Lansdown)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Taking a break? Holidays are good for you and your work performance
August is the peak holiday month when traditionally things slow down a little at work. More people are away and…
BBC Radio 5 Wake up to Money: Jo Causon returns to discuss the latest in customer satisfaction
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the rental market slowing, retailers…
Elevating the value of service as a profession in the hospitality sector
In what has been a busy week for economic data, the Office for National Statistics’ latest labour market overview released on Tuesday…
Head to Head with Chris Norbury (E.ON)
Our Head to Head interviews are a great opportunity to engage with senior business leaders and gain first-hand knowledge from…
Building a legacy based on service excellence
I’m sure many of you have been glued to the Olympics in recent weeks, cheering on and celebrating our nation’s…
Consumer Duty one year on – an outcomes-based approach remains paramount
Dubbed the biggest regulatory shake-up of the financial sector in a decade, the Financial Conduct Authority’s (FCA) Consumer Duty has…
Forbes article: Factors Driving The Gap Between Customer Expectations And Satisfaction
An in-depth Forbes article quotes the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in a piece discussing the…
The Telegraph: Firms turn to ‘brand ambassadors’ despite satisfaction levels plummeting to a 14-year low
The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of ‘brand ambassadors’…
Events and Training
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.
