The Telegraph uses our latest UK Customer Satisfaction Index (UKCSI) as a benchmark when discussing the utilisation of 'brand ambassadors' as customer service support. The article highlights that customer service in the UK has reached a 14-year low, and highlights…
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 Michelle Prance, CEO of Mettle. Listen to Jo and Michelle discuss female leadership, enhancing…
The Evening Standard reports on our latest UKCSI July 2024 results, which warn that persistent low levels of satisfaction had the potential to undermine the UK’s “already challenging” economic recovery. The Standard also highlights the UKCSI finding that, since 2019,…
The Daily Mail's This is Money covers our latest UKCSI results, showing that customer satisfaction levels are at their lowest level since 2010. Our CEO, Jo Causon, was quoted: 'Unfortunately, the current outlook isn't where we need it to be,…
It’s an extraordinary fact that around half of the world’s population is taking part in an election of some form during 2024. Here in the UK, our own General Election is hard upon us with a much-changed political landscape seeming…
Navigating change – whether social, economic, or political – has been a constant theme for business leaders for many years, and adaptability with a heavy dose of pragmatic and values-led approach has proven to be an asset. Amidst all this…
In an opinion piece for Management Today, our CEO Jo Causon discusses the pressing need for UK business leaders to put customer service at the heart of their business strategies - as well as the tangible benefits for businesses with…
Our CEO, Jo Causon, penned an opinion piece for LBC, discussing the service agenda in the context of the 2024 General Election. Jo discusses the key asks in The Institute of Customer Service's Manifesto to Build a Service Nation, and…
Leadership is clearly an essential part of any organisation’s success – and there is no shortage of literature on the subject. While we might not need another book on the subject, we do need to face into the fact we…
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…