Watch Simon Johnson, General Manager UK&I, Freshworks and our CEO, Jo Causon, discuss the leading and lagging indicators of successful customer engagement and what organisations need to do to get customer engagement right in 2021 and beyond.
"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years – rising 0.7 points to 72.7 (out of 100) in…
"Over 130 organisations have already pledged to the campaign, representing more than a million employees and a combined turnover of £150 billion. That’s testament to the fact that something needs to change, but also to the commitment that many companies…
Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do more to protect our frontline customer-facing staff: Institute of…
LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features looked at the impact of abuse towards customer-facing staff, and what we can all do to combat it. Listen to…
For Wednesday's Recognition theme in National Customer Service Week, our CEO Jo Causon held a practical session with Fran Rea, Director of Customer Service & Service Delivery at NewDay; Kathryn O’Brien, Customer Experience Director at TransPennine Express; Stephen Shaw, Head…
Listen to Jo discuss why we are calling on the Government for a change to the law to protect customer service professionals against physical or verbal abuse. This should include not only shop workers, but all customer service workers from…
Listen to our Marketing and Communications Director, David Dagger, discuss the increase in hostility towards front-line staff and our Service with Respect campaign - calling to customers, Government and organisations to take action against abuse. Click on the button below…
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may…
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they had experienced increased abuse from customers during the coronavirus pandemic,…