2025 has been another helter-skelter year of unpredictable events, geopolitical instability and tough economic trading conditions. Looking forward to 2026, I don’t expect it to be any different. The good news for business is that we have become accustomed to…
Our CEO, Jo Causon was joined by Alison Jaap, Transformation Director at Connells Group, Lucinda Scott, Customer Service Director at first direct and Martyn Oakley Group CIO at Direct Wines. They discussed and shared their perspectives on the customer experience…
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended approach between human and tech as the way forward for AI-powered customer service. Read the full article below - no…
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and hospitality brands can win during the Golden Quarter by creating immersive experiences and fostering human connection.
It’s often said that good communication is a key component of corporate strategy – and this has never been truer than it is today. We are living in challenging times, with geopolitical tensions, economic pressures on businesses and a high…
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed the usage and return on investment of AI, the importance of data and the impact on…
Employee engagement is a perennial imperative for any organisation, with the link between highly engaged employees and strong customer service and business performance well established. In that sense, nothing has changed. However, given the shifting and uncertain landscape around us,…
To mark the launch of Peter Cross's new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality…
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed The Institute's Service with Respect campaign to shine a light on the abuse of customer-facing workers…
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put service at the heart of their business strategies, drawing on examples from her many conversations with successful, customer-focused CEOs.