Retail sales plummet 8.2% in January, latest ONS figures reveal
"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.
The importance of contact centres in delivering first-class customer service
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.
Webinar: Head to Head with Heather Smith (LV= General Insurance Direct)
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…
Webinar: Head to Head with Eric Leenders (UK Finance)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Eric Leenders, Managing Director of Personal Finance at UK Finance. Watch Eric and Jo discuss how the…
Webinar: Head to Head with Steve Holliday (Cityfibre, Zenobe and Energy Institute)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Steve Holliday, Chairman of Cityfibre, Chairman of Zenobe and President of the Energy Institute. Watch Steve and…
Customer satisfaction with retailers at lowest level since 2015
"In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in particular retail, to make service a boardroom priority or risk undermining recovery later this year" - Jo Causon, CEO, The…
Webinar: Head to Head with Angela Lockwood (North Star Housing Group Ltd)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Angela Lockwood, Chief Executive, North Star Housing Group Ltd. Watch Angela and Jo discuss technological advances and…
Jo Causon on Ian King Show (Sky News)
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing that customer satisfaction with businesses is at the worst levels since 2015:
Webinar: Head to Head with Liv Garfield (Severn Trent)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Liv Garfield, CEO, Severn Trent. Watch Liv and Jo discuss being the very best you can be…
With the green agenda taking root, there is an opportunity for organisations to show leadership
By Jo Causon, CEO, The Institute of Customer Service Despite the obvious challenges that we still all face, there are some positives that can be embraced and built upon. One of those is the rise of the green agenda as…