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…
By Jo Causon, CEO, The Institute of Customer Service It is hard to believe we are approaching a full year since the Covid-19 pandemic hit the UK. The past 12 months have brought such far-reaching changes to our way of…
There is no doubt we are navigating one of the most challenging periods in our living history. The events of the past year have shaken and changed the customer experience environment; perhaps forever, and the impact on the customer/organisation relationship…
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of our essential workers has once again been thrust into the limelight. Our frontline employees are putting themselves at risk on…
By Jo Causon, CEO, The Institute of Customer Service As we enter the new year, environmental and sustainability concerns have arguably never been higher on the agenda. The incoming Biden presidency, alongside the ambitious goals set out by governments across…
By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish you all a very happy New Year. I hope you were able to enjoy some much-needed downtime over the Christmas…
By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate that many of you will be working harder than ever over the remaining days of this year to uphold the…
By Jo Causon, CEO, The Institute of Customer Service As we continue to navigate this pandemic's the focus is turning to how organisations develop a viable strategy for recovery, that balances societal needs and economic pressures. If hard-hit businesses are…