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.
In our Introduction the Academy webinar, our Director of Academy & Partnership, Stefan Parker, provided a full overview of the Academy’s training programmes, shared real-life case studies from member organisations, highlighted the key benefits members receive and hosted a Q&A…
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 Gareth Franks, Director at Nationwide. Listen to Jo and Gareth discuss utilising technology, prioritisation…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…
From the latest UKCSI in January, 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 economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain and challenging times, UK businesses need to focus on investing in their service strategy and employees in order to create…