Gallop Executive Leadership Interview – Customer Satisfaction in the UK

Jo has been with the Institute of Customer Service for over 15 years, more recently in the role of Chief Executive, where as well as heading the business she leads on the Institute’s profile and brand development and is a regular speaker and thought leader on customer service issues.

If there’s anybody talking on the news about customer service and customer satisfaction, then it stands a fair chance of it being Jo.

Here are some of the things that are covered:

• Why do you believe that CSAT is at such a low point in the UK?

• What do you believe might be the negative and/ or positive impacts of Employee Engagement on customer satisfaction?

• What are you seeing as the main adaptations to leadership in engaging a remote workforce?

• What are you seeing works best with regards to the whole hybrid and flexible working scenario?

• What should the main focus’ be for senior business leaders as we navigate the rest of 2024?

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