Below you can find recent media coverage and events for The Institute. If you would like to discuss a media opportunity with us or request a comment, please get in touch.
FT: Human touch remains key to AI customer service strategies
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:
Forbes: The Key To Holiday Season Success? Reject Consumerism, Embrace Emotion
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and…
BBC Radio 5 Wake up to Money: Jo Causon discusses AI, consumer confidence and changing behaviours
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Listen: discussion on state of customer service on BBC Radio 5 Live
To mark the launch of Peter Cross’s new book, Start with the Customer, co authored by Jo Causon, The…
BBC Radio 5 Wake up to Money: Jo Causon discusses abuse of customer-facing workers
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Forbes Opinion Piece: Three Essential Qualities Of Effective Service Leaders
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put…
Watch: Jo Causon returns to BBC Breakfast to discuss Service with Respect Campaign
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and…
Listen: Jo Causon on BBC Radio 4’s Today Programme discussing our Service with Respect Campaign
Our CEO Jo Causon joined BBC Radio 4’s Today Programme to discuss our Service with Respect campaign to highlight and…
Forbes Opinion Piece: Tackling The Epidemic Of Violence And Abuse Against Service Workers
As part of her regular column with Forbes, our CEO Jo Causon discusses the timely and important issue of abuse…
The Guardian article: Openreach engineers trial panic alarms as incidents of abuse and assault soar
In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of…