In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of Customer Service's Service with Respect campaign was discussed. The article links to our open letter, signed by close to 100…
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in The Times, which detailed out the top performers with a focus on UK retailers. The article also quotes our CEO Jo Causon, who discussed how a consistent focus on…
As part of her regular column with Forbes, our CEO Jo Causon reveals the economy-focused results of our latest UK Customer Satisfaction Index (UKCSI), discussing how strong, customer-focused organisations are capitalising on a recent tentative growth in consumer confidence on…
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 Rowena Maxwell, Managing Director at Accenture. Listen to Jo and Rowena discuss productivity, innovation and…
In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing workers from abuse and hostility, citing our recent research that shows 37% of customer-facing workers who experienced abuse have considered…
As part of her regular column with Forbes, our CEO Jo Causon has written about how a strong focus on customer service excellence can help your organisation when a crisis hits. The opinion piece discusses what to do from a…
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the halls of Westminster, along with a timely call to action for organisations and Government alike. The event marked five years…
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise of AI solutions in customer service, and what risks and opportunities this fast-evolving technology presents for organisations. Jo discusses the…
Our CEO Jo Causon returns once more to BBC Radio 5 Live's Wake up to Money, where she talks to Sean Farrington about the normalisation of 'uncertain times', and what businesses need to do keep trading and innovating in…
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for an integrated approach to service with includes both technology and human touchpoints, in the wake of declining service levels.