Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Joanna Farrell, Assistant Director, Investigations, Fitness to Practise Directorate at the General Medical Council (GMC). Watch Joanna…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Bruce Carnegie-Brown, Chairman of Lloyd's of London. Watch Bruce and Jo discuss the new leadership skills required…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Jonathan Davidson, Senior Advisor at Financial Conduct Authority (FCA). Watch Jonathan and Jo discuss the key priorities…
Listen to Jo Causon, Institute’s CEO, in conversation with Hannah Louise Cox, Practice Lead at Douglas Jackson, discussing the decline in UK customer satisfaction and how organisations can improve their customer experience.
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Brian Martin, Head of Customer and Conduct at Admiral Insurance. Listen to Brian and Jo discuss the…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Guy Jefferson, Customer Service Director of SP Energy Networks. Watch Guy and Jo discuss challenges faced by…
Jo’s Head to Head guest this week was Carla Thomas, Business Customer Service Director, Openreach. Watch Carla and Jo discuss views on the future of work and supporting colleagues who face abuse from customers. 
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship between Customer Experience (CX) and employee engagement and financial return.
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Peter Cross, Customer Experience Director, John Lewis. Watch Peter and Jo discuss the change in consumer behaviour…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Heather Smith, Managing Director of LV= General Insurance Direct. Watch Heather and Jo discuss the trends in…