June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the halls of Westminster, along with a timely call to action for organisations and Government alike. The event marked five years…
As part of her regular column with Forbes, our CEO Jo Causon has penned an opinion piece on the rise of AI solutions in customer service, and what risks and opportunities this fast-evolving technology presents for organisations. Jo discusses the…
Our CEO Jo Causon returns once more to BBC Radio 5 Live's Wake up to Money, where she talks to Sean Farrington about the normalisation of 'uncertain times', and what businesses need to do keep trading and innovating in…
Our CEO Jo Causon was recently quoted in a Telegraph article, alongside our UKCSI research, which discussed the need for an integrated approach to service with includes both technology and human touchpoints, in the wake of declining service levels.
Jo Causon returns to BBC Five Live’s Wake up To Money where she chats about how, in increasingly uncertain and challenging times, UK businesses need to focus on investing in their service strategy and employees in order to create…
Our CEO Jo Causon recently penned an opinion piece for Utility Week, discussing the challenges and opportunities with emerging technology, and how thoughtful, long-term investment and an integrated approach are key for utilities organisations when looking to implement AI solutions.
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute of Customer Service's Service with Respect campaign to protect customer-facing workers from hostility and abuse. Jo discussed our research into…
Our latest UK Customer Satisfaction Index (UKCSI) was covered recently in This Is Money, highlighting the steep cost to UK businesses of poor service - £7.3billion per month. The article also highlights that organisations which score well for customer…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the challenging landscape in customer service and how, amid interest rate cuts and revised global growth outlooks, customer service will remain a key tool for…
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are turning their minds towards how to create growth and stability…