The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
The Future of AI – Webinar with Simon Shaw, Director of Digital Care at Virgin Media O2
The rapid advancements in Artificial Intelligence are revolutionising the way in which businesses interact with their customers. Join us for a thought-provoking, NCSW-exclusive webinar where we will discuss the impact of AI on customer service. Simon Shaw, Director, Digital…
Webinar: Head to Head with Pat McDonagh
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 Pat McDonagh, CEO of Clarity Business Travel. Listen to Jo and Pat discuss the…
Organisations need to get back on top of the customer service agenda
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned about in recent blogs – and now the evidence is all before us in the Institute’s latest UK Customer Satisfaction…
Fastest fall in customer satisfaction since 2008 – a vicious circle?
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the index since 2015. We should have perhaps expected some of…
Combining artificial and human intelligence to power growth
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science, Innovation and Technology, and the implications of AI being discussed…
Webinar: Head to Head with Lindsey Fussell (Ofcom)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Lindsey Fussell, Networks & Communications Group Director at Ofcom. Listen to Jo and Lindsey discuss leadership, technology and…
AI presents an opportunity, but must be deployed responsibly
AI has been hitting the headlines again this week, as the titans of Silicon Valley seemingly battle for dominance in the rapidly developing technological field. Love it or hate it, AI is here to stay; but its use across our…
Webinar: Head to Head with Paul Willcox (Stellantis)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Paul Willcox, Group UK Managing Director at Stellantis. Listen to Jo and Paul discuss cross-functional working, customer experience…
An omni-channel approach gives customers the choice they want
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…