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.
The use of AI has featured heavily in the news again this week. In fact, you would have had to be on a different planet to avoid the stream of thoughts and headlines. Those responsible for customer service in…
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and call to action for Service with Respect - The Institute's campaign to highlight and tackle the unacceptable abuse and hostility…
Our CEO Jo Causon joined BBC Radio 4's Today Programme to discuss our Service with Respect campaign to highlight and tackle abuse of customer-facing workers. Jo discussed our latest research, highlighting that the issue is pervasive and growing in UK…
As part of her regular column with Forbes, our CEO Jo Causon discusses the timely and important issue of abuse and hostility against customer service workers globally, and what we can all do as business leaders, Governments, and as members…