By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare to reopen physical premises. For many organisations, and their customers,…
"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years ā rising 0.7 points to 72.7 (out of 100) in…
By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this weekās warm weather, it feels that spring is finally here. And with many organisations also approaching the end of the financial year, I got to thinking…
"Over 130 organisations have already pledged to the campaign, representing more than a million employees and a combined turnover of Ā£150 billion. Thatās testament to the fact that something needs to change, but also to the commitment that many companies…
Listen to Jo Causon, The 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…
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 ānew normalā. There has been much commentary…
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 more to protect our frontline customer-facing staff: Institute of…
"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 designed…
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.