The Institute's Service with Respect campaign is highlighted in an article by BBC News, where it reports that more than 55 UK business leaders and politicians have signed an open letter calling on the policing minister to ensure assaults…
The Institute's latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily Mail, with comments by CEO Jo Causon. Research reveals that one in three public-facing workers are thinking of leaving their…
World leaders descended on Bletchley Park this week to try and crack the enigma of AI that delivers prosperity without imperilling humanity. Billed as the first ever global summit on Artificial Intelligence, the AI Safety Summit addressed the risks and…
The Institute's CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she calls for UK businesses to invest in both technology and staff when it comes to their service offerings.
Jo Causon was the business guest on BBC Radio 5's Wake up to Money, commenting on the latest business news and giving a view on the future of customer service in an increasingly digital world.
Listen to Jo Causon on BBC Radio 4's You and Yours, where she discussed the recent decline in customer service and its impact on consumers, businesses, and the wider economy.
The Institute of Customer Service's UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers when service staff are working from home.
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…