Recording of Customer Experience Trends 2024 Webinar
Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights…
Cross-sector consistency is key to unlocking the value of customer service
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis…
Recording of 7 Key Themes for Successful Service Leaders – Open webinar
In this webinar, we identified several key themes which we believe most leaders need to consider to support their customers…
Service matters even more when things go wrong
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved…
Response to Industry and Regulators Committee: Inquiry into UK regulators
Institute of Customer Service response to the Industry and Regulators Committee on UK regulators.
Are retailers equipped to serve their customers this Black Friday?
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers…
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsman’s consultation on its Complaint Handling Code.
Open letter urges government to record assaults on public service workers in official statistics
Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing our recent open letter calling…
Stopping the ongoing abuse of service workers
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the…
Jo Causon on BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon appeared on BBC Radio 5’s Wake up to Money to discuss our Service with…
Retail giants call for abuse protection for staff
The Institute’s Service with Respect campaign is highlighted in an article by BBC News, where it reports that more…
Third of shop staff could quit jobs after assaults and abuse amid surge in verbal and physical attacks
The Institute’s latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily…
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.
