Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail - highlighting the organisations leading the way in customer service excellence across the UK. In its coverage, the article celebrates first directās top ranking, alongside…
In her recent BBC Radio Kent interview, our CEO, Jo Causon discussed the rising problem of abuse directed at parking wardens and other public-facing workers, placing it within the broader context of unacceptable hostility towards frontline staff. Jo also highlighted…
https://icsmail.wistia.com/medias/qja26uk5eu In her BBC Breakfast interview on the issue of traffic warden abuse, our CEO, Jo Causon highlighted the growing prevalence of abusive behaviour towards customer-facing staff - with recent figures showing that 40% of frontline workers have experienced some…
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended approach between human and tech as the way forward for AI-powered customer service. Read the full article below - no…
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and hospitality brands can win during the Golden Quarter by creating immersive experiences and fostering human connection.
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed the usage and return on investment of AI, the importance of data and the impact on…
To mark the launch of Peter Cross's new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality…
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed The Institute's Service with Respect campaign to shine a light on the abuse of customer-facing workers…
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put service at the heart of their business strategies, drawing on examples from her many conversations with successful, customer-focused CEOs.
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and call to action for Service with Respect - The Institute's campaign to highlight and tackle the unacceptable abuse and hostility…