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As we navigate the fallout from Brexit; excellent service has never been more crucial
February 16, 2021By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses...
We have a real opportunity to re-shape our future – let’s not waste it
February 10, 2021By Jo Causon, CEO, The Institute of Customer Service It is hard to believe we are approaching a full year...
Webinar: Head to Head with Eric Leenders (UK Finance)
February 9, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with Steve Holliday (Cityfibre, Zenobe and Energy Institute)
February 5, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As customer satisfaction continues to decline, we must make service a boardroom priority
February 2, 2021There is no doubt we are navigating one of the most challenging periods in our living history. The events of...
Customer satisfaction with retailers at lowest level since 2015
January 30, 2021“In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in...
Webinar: Head to Head with Angela Lockwood (North Star Housing Group Ltd)
January 26, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
We need our frontline workers now more than ever – let’s treat them with respect
January 26, 2021By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of...
Jo Causon on Ian King Show (Sky News)
January 25, 2021Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing...
Webinar: Head to Head with Liv Garfield (Severn Trent)
January 20, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As the Green Agenda becomes mainstream, organisations must take notice
January 19, 2021By Jo Causon, CEO, The Institute of Customer Service As we enter the new year, environmental and sustainability concerns have...
With the green agenda taking root, there is an opportunity for organisations to show leadership
January 19, 2021By Jo Causon, CEO, The Institute of Customer Service Despite the obvious challenges that we still all face, there are...
Blog, tips, research and updates…
Stormy conditions ahead?
Some may view regulators signalling their willingness to impose significant fines for poor customer service…
Response to Ofwat consultation: Strengthening protections for customers in the Business Retail Market
Head to Head with Mike Gauterin (United Utilities)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Jo Causon returns to BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon joined BBC Radio 5's Wake up to Money once…
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