By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this week’s warm weather, it feels that spring is finally here. And with many organisations also approaching the end of the financial year, I got to thinking…
"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…
By Jo Causon, CEO, The Institute of Customer Service As we marked the one year anniversary of the UK entering lockdown this week, I found myself - along with the rest of the nation - reflecting on all we have…
By Jo Causon, CEO, The Institute of Customer Service It’s been a tough 12 months for everyone living and operating through the Covid-19 pandemic. For businesses, it has been a real challenge to exist and adapt in the here and…
By Jo Causon, CEO, The Institute of Customer Service As we enter what we hope are the final stages of the Covid-19 crisis, attention is turning to how things will look in our “new normal”. There has been much commentary…
By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force across the UK, it’s hard to believe that we are still navigating a lockdown situation. Despite the great hope offered…
By Jo Causon, CEO, The Institute of Customer Service We launched our Service with Respect campaign in July last year, after our research amongst employees and customers showed a highly concerning rise in intolerant and abusive behaviour from customers towards…
By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across the country busily prepare for an initial easing of lockdown measures, it feels there is a sense of hope in…
By Jo Causon, CEO, The Institute of Customer Service Last week’s announcement of a ‘roadmap’ ‘for our gradual emergence from lockdown will be welcome news to business, and their customers, across the country; providing a much-needed glimmer of hope that…
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.