By Jo Causon, CEO, The Institute of Customer Service Earlier this week, we launched our latest piece of breakthrough research - examining the role trust plays in the customer experience. Trust is, and always has been, fundamental to our interactions…
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare to reopen physical premises. For many organisations, and their customers,…
By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this week’s warm weather, it feels that spring is finally here. And with many organisations also approaching the end of the financial year, I got to thinking…
By Jo Causon, CEO, The Institute of Customer Service As we marked the one year anniversary of the UK entering lockdown this week, I found myself - along with the rest of the nation - reflecting on all we have…
By Jo Causon, CEO, The Institute of Customer Service As we enter what we hope are the final stages of the Covid-19 crisis, attention is turning to how things will look in our “new normal”. There has been much commentary…
By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force across the UK, it’s hard to believe that we are still navigating a lockdown situation. Despite the great hope offered…
By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across the country busily prepare for an initial easing of lockdown measures, it feels there is a sense of hope in…
By Jo Causon, CEO, The Institute of Customer Service Last week’s announcement of a ‘roadmap’ ‘for our gradual emergence from lockdown will be welcome news to business, and their customers, across the country; providing a much-needed glimmer of hope that…
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britain’s economy experienced the worst dip in 300 years last year as the impact of the Covid-19 pandemic took hold, will have made tough…
By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses and their leaders has – quite rightly – remained on how to deal with the multitude of complex challenges it…