Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Trafford Wilson, Executive Director of Customer Service, The Guinness Partnership. Watch Trafford and Jo discuss the biggest…
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented has been much-used over the past few months, but in…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Angela MacDonald, Deputy CEO and Second Permanent Secretary at HMRC. Listen to Angela and Jo discuss the…
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they had experienced increased abuse from customers during the coronavirus pandemic,…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Lord Karan Bilimoria, Founder of Cobra Beer. Watch Karan and Jo discuss attitudes that lead to innovation…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Helen Dickson OBE, CEO, British Retail Consortium. Watch Helen and Jo discuss lessons learnt during the Covid-19…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Peter Farrer, Chief Operating Officer, Scottish Water. Watch Peter and Jo discuss Scottish Water's crisis management during…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was John Barnett, Director of Operations (Energy Services), Npower. Watch John and Jo discuss the impacts and changes…
The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better than others. In the evolving “new normal” business environment these attributes will be crucial in determining whether organisations succeed, or…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Leigh Tavaziva, Managing Director UK Customer Operations, Centrica. Watch Leigh and Jo discuss how to balance the…