Financial Times Weekend Magazine feature: How did customer service get so bad?

Our CEO, Jo Causon, discusses the work of The Institute for a cover story feature interview in the Financial Times Weekend Magazine on the current state of customer service in the UK, and what we can do as business leaders to turn the tide.

Jo Causon, on how to engage with customers: “In essence, understanding your customer is no different than in the 1950s. There are just different methods and means,” Causon says. “Back then, you might see your customer daily. The challenge for organisations now is they’re not as close as that. But AI should mean that firms get better at understanding customer needs and personalising services to a greater degree.”