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…
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…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Gillian Chamberlain, Managing Director, Capita Ireland. Listen to Jo and Gillian discuss leadership learnings,…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Joanna Swash, Group CEO at Moneypenny. Listen to Jo and Joanna discussion below the…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Phillippa Cardno, Chief Executive at Newbury Building Society. Listen to Jo and Phillippa's discussion…
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…
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's top performing businesses. Chris Pitt on first direct's current ranking:…
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…