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 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 with customers. Read the full article below:
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…
Water Industry Journal: Harnessing technology with people for better service outcomes
Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service. Many…
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See…