Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Aimie Chapple, Executive Officer at Capita Experience. Watch Aimie and Jo discuss how technology enables organisations to…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Ian Cain, Chief Executive Officer at SES Water. Watch Ian and Jo discuss how SES has been…
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…
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.
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…
By Jo Causon, CEO, The Institute of Customer Service We all know that trust between organisations and their customers is an essential ingredient for success. When customers trust businesses, they are likely to interact with them more frequently, spend more,…
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…
"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 Causon, The Institute's CEO, in conversation with Robert Nisbet, Director, Nations & Regions at Rail Delivery Group, discussing how the pandemic has shaped customers' needs, and how industry can respond and rise to the challenge of meeting…