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.
Daily Mail: First Direct, John Lewis and Hays Travel named Britain’s best firms for customer service
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail – highlighting the organisations leading the way in customer service excellence across the UK. In its coverage, the article celebrates first directās top ranking, alongside strong performances from John Lewis and Hays Travel ā underscoring the importance of customer-centric strategies in todayās competitive environment.
Listen: Jo Causon on BBC Radio Kent discussing traffic warden abuse
In her recent BBC Radio Kent interview, our CEO, Jo Causon discussed the rising problem of abuse directed at parking…
Watch: Jo Causon on BBC Breakfast discussing traffic warden abuse and Service with Respect campaign
https://icsmail.wistia.com/medias/qja26uk5eu In her BBC Breakfast interview on the issue of traffic warden abuse, our CEO, Jo Causon highlighted the growing…
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…
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…