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 BBC Radio 5 Wake up to Money: Jo Causon discusses AI, consumer confidence and changing behaviours Listen: discussion on state of customer service on BBC Radio 5 Live BBC Radio 5 Wake up to Money: Jo Causon discusses abuse of customer-facing workers