Understanding and Supporting Vulnerable Customers Every customer deserves to be treated fairly, understood, and supported — but customers’ situations are not always the same. Some face challenges that require additional care and support, and it is essential that leaders, managers,…
Fix it Fast: Root Cause Solutions Do you want to go beyond treating symptoms and start addressing the real reasons behind customer issues? Our interactive workshop will equip you with practical approaches to uncover the root causes of complaints and…
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace…
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail - highlighting the organisations leading the way in customer service excellence across the UK. In its coverage, the article celebrates first direct’s top ranking, alongside…
In her recent BBC Radio Kent interview, our CEO, Jo Causon discussed the rising problem of abuse directed at parking wardens and other public-facing workers, placing it within the broader context of unacceptable hostility towards frontline staff. Jo also highlighted…
https://icsmail.wistia.com/medias/qja26uk5eu In her BBC Breakfast interview on the issue of traffic warden abuse, our CEO, Jo Causon highlighted the growing prevalence of abusive behaviour towards customer-facing staff - with recent figures showing that 40% of frontline workers have experienced some…
Our CEO, Jo Causon was joined by Alison Jaap, Transformation Director at Connells Group, Lucinda Scott, Customer Service Director at first direct and Martyn Oakley Group CIO at Direct Wines. They discussed and shared their perspectives on the customer experience…
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended approach between human and tech as the way forward for AI-powered customer service. Read the full article below - no…
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 Liz Chapman, Chief Operations Officer Europe at Equifax. Listen to Jo and Liz discuss…
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and hospitality brands can win during the Golden Quarter by creating immersive experiences and fostering human connection.