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.
The Telegraph: Self-checkouts to wipe out hundreds of Christmas jobs
The Institute’s CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she calls for UK businesses to invest in both technology and staff when it comes to their service offerings.
BBC Radio 5 Wake up to Money: Jo Causon as business guest
Jo Causon was the business guest on BBC Radio 5’s Wake up to Money, commenting on the latest business…
BBC Radio 4 You and Yours: Expert Comment by Jo Causon
Listen to Jo Causon on BBC Radio 4’s You and Yours, where she discussed the recent decline in customer service…
The Telegraph: ‘I called up Barclays for help, but the WFH agent was too busy with her dog’
The Institute of Customer Service’s UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers…
The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute’s CEO, discusses the importance of finding the right balance between AI and human interactions when dealing…
The Sunday Times: What went wrong with Britain’s customer service
Jo Causon, the Institute’s CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in…
The Grocer – M&S’s FTSE return shows the power of customer service
Jo Causon, the Institute’s CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on…
ITV News: Customers – Are We Being Served?
According to our latest UKCSI, poor customer service is costing UK businesses £11.4bn a month in lost productivity, with employees…
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result…
Poor customer service costs UK firms billions – so why can’t they get it right?
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with…