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…
Webinar: Head to Head with Amanda Jones (Post Office)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Amanda Jones, Retail Director, Post Office. Watch Amanda and Jo discuss authentic communication and lessons learnt during…
Jo Causon on BBC Radio Surrey & Sussex
Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service, or been treated badly, because of their age: "Seek to understand your customer group, don't stereotype and think…
What have we learned? Ten tips for 2021
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get off to an easier start; but as 2020 draws to…
More than a million over 65s have experienced bad customer service because of their age
New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely because of their age Those people treated badly said the most common experiences were being patronised and not being taken…
Webinar: Head to Head with Matt Prosser (Dorset Council)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Matt Prosser, Chief Executive, Dorset Council. Watch Matt and Jo discuss developing company culture through these challenging…
Webinar: Head to Head with Matt Gore (Pension Insurance Corporation)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Matt Gore, Chief Operating Officer, Pension Insurance Corporation. Watch Matt and Jo discuss lessons learnt during these…
Webinar: Head to Head with Kathryn O’Brien (TransPennine Express)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Kathryn O'Brien, Customer Experience Director, TransPennine Express. Watch Kathryn and Jo discuss leading business through change.