What it is to be a CEO today is markedly different to what it once was. The plethora of challenges faced – from a more turbulent operating environment and shifting employee preferences, to heightened public scrutiny and (probably rightly) more…
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…
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…
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 Jesper With-Fogstrup, Group CEO at Moneypenny. Listen to Jo and Jesper discuss the fusion…
In some organisations, it can often feel as though there is a disconnect between those on the frontline and those steering the ship. One explanation for this might be the complex operating environment businesses find themselves in, having to navigate…
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…
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…
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…