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Rail shake-up offers lessons to put all organisations on the right track
May 25, 2021By Jo Causon, CEO, The Institute of Customer Service The announcement of the government’s plan for a new state-owned body,...
As we continue our road out of lockdown, we must maintain our focus on service
May 25, 2021By Jo Causon, CEO, The Institute of Customer Service As our road out of lockdown continues, it’s been heartening to...
Webinar: Head to Head with Ant Middle (Ageas)
May 21, 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 Aimie Chapple (Capita Experience)
May 14, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Balancing innovation with function
May 14, 2021By Jo Causon, CEO, The Institute of Customer Service It feels like the past week has seen a step change...
Making the ‘future of work’ work for all
May 10, 2021By Jo Causon, CEO, The Institute of Customer Service As the vaccine rollout continues and hospitality and retail venues open...
Webinar: Head to Head with Ian Cain (SES Water)
May 7, 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 Joanna Farrell (General Medical Council)
April 30, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
True commitment to the green agenda cannot be faked
April 27, 2021By Jo Causon, CEO, The Institute of Customer Service As people across the world gathered last week for events and...
How to keep your customer engaged and satisfied?
April 26, 2021Watch Simon Johnson, General Manager UK&I, Freshworks and our CEO, Jo Causon, discuss the leading and lagging indicators of successful...
Webinar: Head to Head with Bruce Carnegie-Brown (Lloyd’s)
April 21, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Building and maintaining customer trust has become more important than ever
April 21, 2021By Jo Causon, CEO, The Institute of Customer Service We all know that trust between organisations and their customers is...
Blog, tips, research and updates…
Customer satisfaction with retailers at lowest level since 2015
"In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up…
Webinar: Head to Head with Angela Lockwood (North Star Housing Group Ltd)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their…
We need our frontline workers now more than ever – let’s treat them with respect
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national…
Jo Causon on Ian King Show (Sky News)
Watch Jo discuss with Ian King the findings from the latest iteration of our UK…
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