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…
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…
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…
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…
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…
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…
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…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Vicky Fordham-Lewis, Managing Director, Osborne Property Services. Watch Vicky and Jo discuss women in the Construction, employee…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Oke Eleazu, Chief Operating Officer, Bought by Many. Listen to Oke and Jo discuss structures Bought by…
Our Head to Head guest this week was Connie Nam, Founder & CEO of Astrid & Miyu. Jo Causon, our CEO and usual host, couldn’t make this morning’s Head to Head, so our Marketing and Communications Director, David Dagger, stepped…