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.
Forbes Opinion Piece: Can Customer Service Solve The Global Consumer Confidence Crisis?
As part of her regular column with Forbes, our CEO Jo Causon reveals the economy-focused results of our latest UK Customer Satisfaction Index (UKCSI), discussing how strong, customer-focused organisations are capitalising on a recent tentative growth in consumer confidence on order to build long term loyalty, customer retention, and profits.
The Times article: Businesses call for action on abuse of public-facing staff
In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing…
Forbes Opinion Piece: How Customer Trust Can Shield Your Business In A Crisis
As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on…
Parliamentary Reception: Five Years of Service with Respect
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the…
Forbes Opinion Piece: Can AI With A Human Touch Help Restore Confidence In Customer Service?
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise…
BBC Radio 5 Wake up to Money: Jo Causon on trading through uncertain times to bring the UK back to growth
Our CEO Jo Causon returns once more to BBC Radio 5 Live’s Wake up to Money, where she talks…
The Telegraph: For pity’s sake, just let me speak to a human being
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for…
BBC Radio 5 Wake up to Money: Jo Causon discusses of investing in service during uncertain times
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain…
Op Ed: Utilities beware – AI is not the complete answer
Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology,…
Safety Management Magazine interview with Jo Causon: The customer is not always (al)right
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute…