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 Elaine Kerr, Chief Executive Officer at DPD UK. Listen to Jo and Elaine discuss…
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 Anne Clarke, Senior Customer Propositions Lead at Waitrose & Partners. Listen to Jo and…
There has already been much commentary on this week’s Budget, which was a defining milestone for the new government in setting its vision for economic resilience and long-term growth. For businesses, it was a reason to brace for impact. For…
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 Louise Locke, Executive Director of Customer Service for Information Commissioner’s Office Listen to Jo…
CEO Jo Causon penned an opinion piece for politics.co.uk, discussing what government and regulators can do to promote and prioritise growth in regulated sectors. Drawing from our recent research into regulation and the regulators, Jo discusses how a regulatory focus…
As National Customer Service Week draws to a close, I hope you have all found some time to reflect with your teams on their outstanding efforts, celebrate their successes, and recognise the value that service brings to society. And hopefully,…
As part of our National Customer Service Week celebrations, CEO Jo Causon appeared on BBC Radio 4's You and Yours to discuss some new research showing the cost of poor service in the retail sector. Jo discusses our own UK…
Prime Minister Sir Keir Starmer’s project of national renewal, coined at this week’s Labour Party Conference, made me reflect further on what this means for us as consumers, businesses and our wider society. Not least, because this programme is driven by a…
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as part of our Service with Respect campaign to highlight unacceptable abuse of customer-facing staff. She also highlights The Institute's key asks of Government, business, and…
CEO Jo Causon on abuse of customer facing staff: "We (as business leaders) need to stand up and say this is not acceptable behaviour". Our CEO Jo Causon was invited to the BBC Breakfast studio to discuss the latest survey…