Jo’s Head to Head guest this week was Carla Thomas, Business Customer Service Director, Openreach. Watch Carla and Jo discuss views on the future of work and supporting colleagues who face abuse from customers.
"As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival", says Institute's CEO, Jo Causon to Travel Weekly.
Our research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the UK economy.
"Having well-trained customer service operatives who have high emotional intelligence is really important" - says Institute's CEO, Jo Causon, CEO to The Guardian. Following requests and suggestions from our members, we have launched a series of training modules designed…
With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively to be able to maintain excellent service levels and business performance. For organisations to address urgent challenges, retain customers and…
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship between Customer Experience (CX) and employee engagement and financial return.
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Peter Cross, Customer Experience Director, John Lewis. Watch Peter and Jo discuss the change in consumer behaviour…
"As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are to survive" - says our CEO, Jo Causon, to Retail Times.
Watch Jo speaking at HQN's Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the changing needs of customers and the important of customer service.
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Heather Smith, Managing Director of LV= General Insurance Direct. Watch Heather and Jo discuss the trends in…