By Jo Causon, CEO, The Institute of Customer Service Over six months on, the impact of the Coronavirus pandemic continues to send shockwaves through our economy, not least our traditional high streets. The latest headlines show a sustained fall in…
By Jo Causon, CEO, The Institute of Customer Service As schools reopen and an increasing number of people return to the office, things may be feeling somewhat more ‘normal’. However, the uncertainty we have seen over the past six months…
By Jo Causon, CEO, The Institute of Customer Service Six months on from the start of the Coronavirus crisis, it feels like we’re at somewhat of a juncture. As schools reopen, employees begin to return to an office environment and…
By Jo Causon, CEO, The Institute of Customer Service As school summer holidays come to an end and the government encourages a mass return to the office, attention for many organisations is turning to if, and how, to bring employees…
By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a huge blow to our economy, not least our service sector. The impact of mass closures and rising unemployment levels have…
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented has been much-used over the past few months, but in…
It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet, as consumers tentatively emerge from lockdown, it is evident that the new world they are stepping into looks vastly different…
By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses open their doors, the lasting impact of the Covid-19 crisis on the customer experience environment is becoming clear. The results…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of rebuilding our economy and society, increasing questions are being raised as to how the world will – and should –…
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.