The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
The Future of AI – Webinar with Simon Shaw, Director of Digital Care at Virgin Media O2
The rapid advancements in Artificial Intelligence are revolutionising the way in which businesses interact with their customers. Join us for a thought-provoking, NCSW-exclusive webinar where we will discuss the impact of AI on customer service. Simon Shaw, Director, Digital…
The Sunday Times: What went wrong with Britain’s customer service
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
Webinar: Head to Head with Pat McDonagh
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Pat McDonagh, CEO of Clarity Business Travel. Listen to Jo and Pat discuss the…
How customer service can save the high street
For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect storm of rising costs, the growth of online shopping and dwindling footfall has seen many of our nation’s high streets…
Let’s see some true service leadership
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to see - one where the true value of service across…
Combining artificial and human intelligence to power growth
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science, Innovation and Technology, and the implications of AI being discussed…
Webinar: Head to Head with Baroness Bennett (Green Party Peer)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Baroness Bennett, Green Party Peer. Listen to Jo and Natalie discuss leadership, sustainability, and…
Webinar: Head to Head with Liz Jackson (BCMS)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Liz Jackson, Sales and Marketing Director at BCMS. Listen to Jo and Liz discuss…
The service agenda can help create more cohesion in a polarised world
It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than ever before. Financially, emotionally, politically, it seems that the experience of different groups in society is moving further apart. Perhaps…