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Head to Head with Jo Marshall (YPO)

Each week our CEO, Jo Causon interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week is Jo Marshall Executive Director at YPO.

About Jo Marshall – Executive Director at YPO:
Jo Marshall joined YPO in September 2010 as Business Development Manager and took up the post of Commercial Director in October 2011. In her current role as Executive Director Jo looks after Customer Experience, Internal Sales, External Sales, Marketing, Catalogue Production, CPD and the Trading Team. Jo’s departments focus on providing the end to end customer experience and are responsible for pricing, products and the market strategy.

About Jo Causon – CEO, The Institute of Customer Service:
Jo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

You can send your questions in advance by emailing:


Thu 11th November 2021


09:00 - 09:30

Who Can Attend

Open to Members & Non-Members




The Institute of Customer Service
The Institute of Customer Service
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