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…
By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets Authority suggests Britons receive some of the worst customer service in Europe; a fact it puts down to reduced competition…
By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most profitable, trading periods of the year. Yet as we continue to navigate the Covid-19 pandemic, and the subsequent shifts in…
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many will be keen to forget, I’ve been giving pause to reflect on what has been one of the most challenging…
By Jo Causon, CEO, The Institute of Customer Service The ongoing impacts of the Covid-19 pandemic continue to create challenges across all sectors of our economy – and it is clear that businesses continue to face daily challenges to keep…