November 27, 2025 The Institute of Customer Service Media Coverage 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. Read full article here The Institute of Customer Service Share This Twitter Facebook LinkedIn Email consumer confidenceCustomer ExperienceCustomer Satisfactioncustomer serviceForbes Related Posts Listen: Jo Causon on BBC Radio Kent discussing traffic warden abuse Watch: Jo Causon on BBC Breakfast discussing traffic warden abuse and Service with Respect campaign FT: Human touch remains key to AI customer service strategies