December 3, 2025 The Institute of Customer Service Media Coverage 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 subscription required: Read full article here The Institute of Customer Service Share This Twitter Facebook LinkedIn Email AIcustomer servicecxtechnology Related Posts Forbes: The Key To Holiday Season Success? Reject Consumerism, Embrace Emotion 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