The Economist: Customer service is getting worse – and so are customers
September 29, 2023Jo Causon, the Institute’s CEO, discusses the importance of finding the right balance between AI and human interactions when...
The Sunday Times: What went wrong with Britain’s customer service
September 8, 2023Jo Causon, the Institute’s CEO, featured in a Sunday Times article discussing what is contributing to the recent decline...
The Grocer – M&S’s FTSE return shows the power of customer service
September 7, 2023Jo Causon, the Institute’s CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on...
Webinar: Head to Head with Pat McDonagh
August 30, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with Andy Morris (Cirencester Friendly Society)
August 23, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with Liz Fairburn (Department for Work and Pensions)
August 17, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with Phil McGilvray (TDX Group)
August 8, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with Chris Wright (Nottingham Trams)
August 2, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with Francesca Rea (New Day)
July 12, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with David Roberts (Nu-Heat)
July 4, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with Jo Upward (Platform Group)
June 29, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Webinar: Head to Head with Andrew Miller (Motability Operations Group Plc)
June 13, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.