Understanding and Supporting Vulnerable CustomersĀ Ā Ā Every customer deserves to be treated fairly, understood, and supported ā but customersā situations are not always the same. Some face challenges that require additional care and support, and it is essential that leaders, managers,…
Fix it Fast: Root Cause Solutions Do you want to go beyond treating symptoms and start addressing the real reasons behind customer issues? Our interactive workshop will equip you with practical approaches to uncover the root causes of complaints and…
As 2026 gets underway, it remains a challenging time for many consumers and businesses ā so it is reassuring and positive news that customer satisfaction as tracked in our UK Customer Satisfaction Index (UKCSI) has moved decisively up to reach…
In her recent BBC Radio Kent interview, our CEO, Jo Causon discussed the rising problem of abuse directed at parking wardens and other public-facing workers, placing it within the broader context of unacceptable hostility towards frontline staff. Jo also highlighted…
Our CEO, Jo Causon was joined by Alison Jaap, Transformation Director at Connells Group, Lucinda Scott, Customer Service Director at first direct and Martyn Oakley Group CIO at Direct Wines. They discussed and shared their perspectives on the customer experience…
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and hospitality brands can win during the Golden Quarter by creating immersive experiences and fostering human connection.
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed the usage and return on investment of AI, the importance of data and the impact on…
To mark the launch of Peter Cross's new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality…
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed The Institute's Service with Respect campaign to shine a light on the abuse of customer-facing workers…
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put service at the heart of their business strategies, drawing on examples from her many conversations with successful, customer-focused CEOs.