The Institute reacts to the 2017 Budget

22nd Nov 2017

Jo Causon, CEO of The Institute of Customer Service, comments on the Budget:

“The Chancellor has taken big steps to ensure that our workforce is equipped with the skills they need for the workplace of the future. 

In a concerning low productivity environment, increased automation can pave the way to improve the productivity of customer service staff, allowing them to focus on value-added service.   

We now work in a world of increased automation and AI, which should not mean a loss of jobs, but it will mean a reduction in transactional roles and an increased necessity for upskilling customer service ability. 

A National Retraining Scheme will support and help people retrain during their working lives. 

What’s key is that customer service staff who find their roles change or at risk of being replaced by machines are given the skills they need to succeed in new roles – the Government’s investment into retraining will give workers much needed support.” 


For further information please contact:

Rebecca Peck, Sophie Lanning, Bethan Davies

E: [email protected]

T: 020 7010 0826 (Sophie Lanning) 020 7010 0877 (Rebecca Peck), 0207 010 851 (Bethan Davies)

About The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships. For more information about The Institute of Customer Service go to

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