BBC Radio 4 You and Yours: Expert Comment by Jo Causon
Listen to Jo Causon on BBC Radio 4's You and Yours, where she discussed the recent decline in customer service and its impact on consumers, businesses, and the wider economy.
The Telegraph: ‘I called up Barclays for help, but the WFH agent was too busy with her dog’
The Institute of Customer Service's UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers when service staff are working from home.
Customer Service Root Cause Analysis (9 Feb 2024)
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
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:
M&S’s FTSE 100 return shows the power of customer service
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…
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.
The Grocer – M&S’s FTSE return shows the power of customer service
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
Webinar: Head to Head with Andrew Miller (Motability Operations Group Plc)
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 Andrew Miller, Group CEO, Motability Operations Group Plc. Listen to Jo and Andrew discuss…
Trust and Customer Experience (15 Sept 2023)
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
Measuring What Matters (27 Feb 2023)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the relational? Come to think of it, how do we measure…