The last stand of the call-centre worker
The Economist featured The Institute's latest UK Customer Satisfaction Index (UKCSI) in an article about the rise of customer service chatbots.
Believe it or not, some companies still put their customers first
The Observer featured a comment from Jo Causon around The Institute's latest UK Customer Satisfaction Index (UKCSI), highlighting that companies that get their customer service offering right are often performing better.
Head to Head with Simon Brown (Landmark Information Group)
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 Simon Brown, CEO at Landmark Information Group. Listen to Jo and Simon discuss leadership,…
Third of UK customers will pay more for excellent service, despite cost-of-living crisis
A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a premium for goods and services, in return for excellent service - despite the cost-of-living crisis. The report also warns that…
Utilities sector ranked least popular by customers as scandals mount
The Institute's latest UK Customer Satisfaction Index (UKCSI) is featured in City A.M, with a focus on the challenges faced by the utilities sector as satisfaction falls across the board.
Customer satisfaction plunges as AI chatbots take charge
Our CEO Jo Causon gives comment to The Telegraph as The Institute's latest UK Customer Satisfaction Index (UKCSI) shows another drop, falling to its lowest level since January 2015.
Time to tackle abuse of insurance staff
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement around abuse of public-facing staff, with a focus on the financial services industry.
Webinar: 100th Head to Head with Kate Syred (Direct Line Group)
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 Kate Syred, Chief Customer Officer at Direct Line Group. Listen to Jo and Kate…
Recording of Customer Experience Trends 2024 Webinar
Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights on the key customer experience trends in 2024 and beyond and help you prepare for the challenges and opportunities that…
Recording of 7 Key Themes for Successful Service Leaders – Open webinar
In this webinar, we identified several key themes which we believe most leaders need to consider to support their customers and engage their teams, drive customer satisfaction and business success. We explored these themes in more detail and undertook activity…