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.
What leaders should learn from the Post Office scandal
Like many of you, I was fascinated and shocked by the Post Office drama that aired on ITV recently and have been following the real-world fallout throughout this week. In years to come, I suspect this story will become an…
A time to believe in customer service
At this time of year, I'm reminded of a Christmas classic, The Polar Express – the story of a magical and, at times, turbulent journey to the North Pole, where our hero comes to appreciate the wonder of Christmas and…
The return of cash is a reminder to stay flexible and customer focused
When it comes to service excellence, it's interesting how quickly new technology becomes commonplace and makes us forget about the way we used to do things. If we rewind the clock just a decade, cash payments accounted for more than…
Service matters even more when things go wrong
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black Friday deals ahead of the festive season – or just…
Are retailers equipped to serve their customers this Black Friday?
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers. But this year, as the sales launch once more, it’s impossible to ignore that customer service is under more pressure…
Will AI make or break the service profession?
World leaders descended on Bletchley Park this week to try and crack the enigma of AI that delivers prosperity without imperilling humanity. Billed as the first ever global summit on Artificial Intelligence, the AI Safety Summit addressed the risks and…
The Telegraph: Self-checkouts to wipe out hundreds of Christmas jobs
The Institute's CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she calls for UK businesses to invest in both technology and staff when it comes to their service offerings.
BBC Radio 5 Wake up to Money: Jo Causon as business guest
Jo Causon was the business guest on BBC Radio 5's Wake up to Money, commenting on the latest business news and giving a view on the future of customer service in an increasingly digital world.
BBC Radio 4 You and Yours: Expert Comment by Jo Causon
Listen to Jo Causon on BBC Radio 4's You and Yours, where she discussed the recent decline in customer service and its impact on consumers, businesses, and the wider economy.