Head to Head Interviews
Each week our CEO, Jo Causon, will interview a business leader to discuss the challenges their organisation is facing.
Webinar: Head to Head with Michael Lewis (EON UK plc)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest last week was Michael Lewis, CEO, E.ON UK plc. Watch Michael and Jo discuss insight on the Energy sector and…
Digital technology brings colour and can enhance the service experience
By Jo Causon, CEO, The Institute of Customer Service So much has changed through the Covid-19 pandemic and we simply don’t yet know the full extent of the impacts on how we live and work. But certain trends are clear,…
Breakthrough Research: Work with a Purpose – Building a shared vision of the future
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices - particularly in a customer service context - could change in the next 5 years. The research highlights the key issues organisations need to address…
Webinar: Head to Head with Mark Evans (Direct Line Group)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest last week was Mark Evans, Managing Director, Marketing & Digital at Direct Line Group. Watch Mark and Jo discuss the…
Webinar: Head to Head with Tara Mullen (Octopus Energy)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Tara Mullen, Director of Operations at Octopus Energy. Watch to Tara and Jo discuss the new world…
A reset is needed to meet the challenges we’re facing
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities as employers, customers, employees – to meet the challenge and find a new, more cohesive dynamic that enables us to…
Webinar: Head to Head with Louise Beardmore (United Utilities)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Louise Beardmore Customer Services Director at United Utilities. Listen to Louise and Jo discuss lessons learnt through…
Webinar: Head to Head with Gerry McGarry (Berry)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Gerry McGarry, Sales and Marketing Director, Berry. Watch Gerry and Jo discuss the current challenges in supply…
Customer Satisfaction Index improvement masks some significant challenges ahead
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in overall satisfaction levels. Many organisations have worked extremely hard through…