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.
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals and their team leaders with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave…
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed the usage and return on investment of AI, the importance of data and the impact on…
On the Wednesday of National Customer Service Week 2025 we focused on the theme of Productivity, Growth and Innovation. As part of this we held thought-provoking fireside chat, 'Fuelling growth through service' between our CEO, Jo Causon and CEO of…
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 Craig Brown, Chief Operating Officer at Legal & General Retail. Listen to Jo and…
The conversation surrounding the risks and opportunities of AI remains complex and fraught with uncertainty. There is, as yet, no clear consensus among businesses, consumers, and regulators on its ground rules – at least certainly not in the UK. While…
To mark the launch of Peter Cross's new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality…
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed The Institute's Service with Respect campaign to shine a light on the abuse of customer-facing workers…