New data from the Institute of Customer Service finds 20% of those experiencing hostility have taken sick leave in the last six months as a result, taking off an average of nine days Less than half (44%) of staff who…
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with organisations. Mariella Frostrup from Times Radio discusses some of the key findings from our latest Breakthrough Research report, "A Connected…
Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point". Our CEO, Jo Causon, advises on what business can do to support their customer-facing staff. To find out more about our Service with Respect…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Aileen Evans , CEO of the Grand Union Housing Group. Listen to Jo and Aileen discuss insights on…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Linsey Jones, Customer Fulfilment Director at Centrica (British Gas). Listen to Jo and Linsey discuss insights on well-being…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Gareth Turpin, Chief Marketing Officer at Virgin Media O2. Listen to Jo and Gareth discuss insights on navigating…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Basil Scarsella CEO of the UK Power Networks. Listen to Jo and Basil discuss insights on the the…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Sarah Beale, CEO of The Association of Accounting Technicians. Listen to Jo and Sarah discuss insights on the…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Mike Gauterin, Managing Director at BT Enterprise. Listen to Jo and Mike discuss insights on innovations he's excited…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Anna Cook, Managing Director of Service at Sky. Listen to Jo and Anna discuss insights on updating processes…