On this episode, Amelia welcomes Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK. During this conversation, Jo and Amelia discuss: - The important correlation between customer satisfaction, profitability and productivity. - The insights gained from the longitudinal data in UK Customer Satisfaction Index (UKCSI). - Approaching customer experience from a government or public sector perspective. - Full transparency in communications with customers. - The ways generational differences affect the customer experience. - The similarities and differences in CX in the public and private sectors. Jo Causon - https://www.linkedin.com/in/jo-causon-8b53652/ Institute of Customer Service - https://www.linkedin.com/company/institute-of-customer-service/ This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com. #CXO #CX #ContactCenter #CustomerService #CustomerExperience