Balancing innovation with function
By Jo Causon, CEO, The Institute of Customer Service It feels like the past week has seen a step change in the national psyche. The UK economy is predicted to grow at its fastest rate in more than 70 years,…
Making the ‘future of work’ work for all
By Jo Causon, CEO, The Institute of Customer Service As the vaccine rollout continues and hospitality and retail venues open their doors, there is a sense of optimism in the air that things are steadily returning to something resembling normality…
True commitment to the green agenda cannot be faked
By Jo Causon, CEO, The Institute of Customer Service As people across the world gathered last week for events and activities to mark Earth Day, it is easy to see just how firmly environmental issues have entered the mainstream. This…
Building and maintaining customer trust will be central to long-term recovery
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…
As lockdown eases, organisations should remain focused on their purpose
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,…
As restrictions ease, it’s time for organisations to spring clean
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…
Creative thinking holds the key to recovery
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…
As we enter a new technological era, we must deploy it responsibly
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…
Back our essential workers: Service with Respect
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…
A focus on service will be crucial as we rebuild our economy
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…