Listen to Jo Causon, Institute's CEO, in conversation with Robert Nisbet, Director, Nations & Regions at Rail Delivery Group, discussing how the pandemic has shaped customers' needs, and how industry can respond and rise to the challenge of meeting these…
By Jo Causon, CEO, The Institute of Customer Service As we marked the one year anniversary of the UK entering lockdown this week, I found myself - along with the rest of the nation - reflecting on all we have…
By Jo Causon, CEO, The Institute of Customer Service As we enter what we hope are the final stages of the Covid-19 crisis, attention is turning to how things will look in our ânew normalâ. There has been much commentary…
Service with Respect: Institute's CEO, Jo Causon combating abuse Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do…
"Having well-trained customer service operatives who have high emotional intelligence is really important" - says Institute's CEO, Jo Causon, CEO to The Guardian ? Following requests and suggestions from our members, we have launched a series of training modules…
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship between Customer Experience (CX) and employee engagement and financial return.
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britainâs economy experienced the worst dip in 300 years last year as the impact of the Covid-19 pandemic took hold, will have made tough…
Institute's CEO, Jo Causon, interviewed on Sky News on the current state of customer satisfaction 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…
Institute's CEO, Jo Causon, interviewed on BBC Radio Surrey & Sussex on over 65s experiencing poor customer service Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service,…
By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate that many of you will be working harder than ever over the remaining days of this year to uphold the…