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Webinar: Head to Head with Amanda Jones (Post Office)
January 12, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Jo Causon on BBC Radio Surrey & Sussex
January 12, 2021Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad...
Let’s now focus on building our service nation
January 12, 2021By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish...
Grateful to be seeing out a tough year for our service nation
December 24, 2020By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate...
What have we learned? Ten tips for 2021
December 21, 2020By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and...
More than a million over 65s have experienced bad customer service because of their age
December 21, 2020New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely...
Webinar: Head to Head with Matt Prosser (Dorset Council)
December 16, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Unlock the power of your customer data
December 12, 2020By Jo Causon, CEO, The Institute of Customer Service As we continue to navigate this pandemic’s the focus is turning...
Webinar: Head to Head with Matt Gore (Pension Insurance Corporation)
December 9, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As we embark on the road to recovery, we must make service a boardroom priority
December 8, 2020By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets...
Webinar: Head to Head with Kathryn O’Brien (TransPennine Express)
December 1, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Black Friday offers a lifeline to struggling businesses, but we should handle with care
November 26, 2020By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most...
Blog, tips, research and updates…
Interview with The Telegraph: Why aren’t we being served?
Jo Causon was interviewed for a feature piece in The Telegraph highlighting the best and…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me –…
The last stand of the call-centre worker
The Economist featured The Institute's latest UK Customer Satisfaction Index (UKCSI) in an article about…
People and good data remain key to personalised service
The media has recently been awash with stories, including this one in The Telegraph, about…
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