It’s an extraordinary fact that around half of the world’s population is taking part in an election of some form during 2024. Here in the UK, our own General Election is hard upon us with a much-changed political landscape seeming…
In an opinion piece for Management Today, our CEO Jo Causon discusses the pressing need for UK business leaders to put customer service at the heart of their business strategies - as well as the tangible benefits for businesses with…
Our CEO, Jo Causon, penned an opinion piece for LBC, discussing the service agenda in the context of the 2024 General Election. Jo discusses the key asks in The Institute of Customer Service's Manifesto to Build a Service Nation, and…
Our CEO, Jo Causon, was interviewed for an opinion piece in the Financial Times, discussing how leaders need to strategise when it comes to employee engagement. “It’s not that people don’t want to work,” says Jo Causon, chief executive…
With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns will soon be getting into full swing. Political parties are publishing and promoting their manifestos, as well as formulating their…
The Institute's CEO Jo Causon joined BBC Radio 5's Wake up to Money once again as an independent expert, to discuss the need for UK organisations to capitalise on economic recovery and invest long-term in their customer service strategy…
A recent Bloomberg article on the decline in UK customer service discusses research from our UK Customer Satisfaction Index (UKCSI), as well as from our Customer Service Dividend report. "Handwringing over the perceived decline in standards isn’t idle rumination. Companies…
Our CEO Jo Causon was quoted in an article by The Telegraph discussing how different generations are engaging with customer service, and satisfaction levels generally. Jo Causon: “There are some real challenges – one is that there aren’t enough people and…
When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but ordinary ever since the Brexit referendum of 2016. Since then, it’s been a whirlwind of political change, the Covid-19 pandemic,…
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…