Watch Jo speaking at HQN's Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the changing needs of customers and the important of customer service. 
By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses and their leaders has – quite rightly – remained on how to deal with the multitude of complex challenges it…
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of our essential workers has once again been thrust into the limelight. Our frontline employees are putting themselves at risk on…
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get off to an easier start; but as 2020 draws to…
By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets Authority suggests Britons receive some of the worst customer service in Europe; a fact it puts down to reduced competition…
By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most profitable, trading periods of the year. Yet as we continue to navigate the Covid-19 pandemic, and the subsequent shifts in…
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19 pandemic ever since it took hold in March. It has been a rollercoaster ride, for businesses as for individuals, families…
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many will be keen to forget, I’ve been giving pause to reflect on what has been one of the most challenging…
It has now been four months since we launched our Service with Respect campaign in response to the worrying increase of hostility being faced by customer-facing staff throughout the Covid-19 pandemic. With now more than 100 organisations backing our campaign…
By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves back in a series of lockdown measures across the UK. We all felt it coming; yet it is still a…