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.
Financial Times Opinion: If staff don’t want to work any more, leaders should step up
Our CEO, Jo Causon, was interviewed for an opinion piece in the Financial Times, discussing how leaders need to strategise when it comes to employee engagement. “It’s not that people don’t want to work,” says Jo Causon, chief executive of the Institute of Customer Service, “but they do want to know that the work they are doing is meaningful.”
Jo Causon as independent expert on BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again as an independent expert,…
Bloomberg: Bad Service Is in England’s Cultural DNA
A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI),…
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute’s UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated…
Jo Causon returns to BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon joined BBC Radio 5’s Wake up to Money once again, to discuss the state…
Interview with The Telegraph: Why aren’t we being served?
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and worst of customer service in…
The last stand of the call-centre worker
The Economist featured The Institute’s latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service…