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 The Express: Labour told ‘enough is enough’ as retail crime epidemic explodes in violence Daily Mail: First Direct, John Lewis and Hays Travel named Britain’s best firms for customer service Listen: Jo Causon on BBC Radio Kent discussing traffic warden abuse