Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for an integrated approach to service with includes both technology and human touchpoints, in the wake of declining service levels.
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain and challenging times, UK businesses need to focus on investing in their service strategy and employees in order to create…
Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology, and how thoughtful, long-term investment and an integrated approach are key for utilities organisations when looking to implement AI solutions.
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute of Customer Service's Service with Respect campaign to protect customer-facing workers from hostility and abuse. Jo discussed our research into…
Our latest UK Customer Satisfaction Index (UKCSI) was covered recently in This Is Money, highlighting the steep cost to UK businesses of poor service - £7.3billion per month. The article also highlights that organisations which score well for customer…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the challenging landscape in customer service and how, amid interest rate cuts and revised global growth outlooks, customer service will remain a key tool for…
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are turning their minds towards how to create growth and stability…
CEO Jo Causon penned an opinion piece for politics.co.uk, discussing what government and regulators can do to promote and prioritise growth in regulated sectors. Drawing from our recent research into regulation and the regulators, Jo discusses how a regulatory focus…
As part of our National Customer Service Week celebrations, CEO Jo Causon appeared on BBC Radio 4's You and Yours to discuss some new research showing the cost of poor service in the retail sector. Jo discusses our own UK…
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as part of our Service with Respect campaign to highlight unacceptable abuse of customer-facing staff. She also highlights The Institute's key asks of Government, business, and…