Causonomics

The Institute of Customer Service
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Join our CEO, Jo Causon, as she discusses all things customer service, with frank and open conversations on how we centre the customer to benefit consumers, business, society, and the wider UK economy.

  1. 4 ago

    Staff First: Rebuilding the NHS with Dr Peter Carter OBE

    Jo speaks with Dr Peter Carter OBE about prioritising staff wellbeing, smarter financial management, and upstream prevention to strengthen the NHS. They cover reforms including better social care, faster diagnostics, workplace collaboration, and public health measures to reduce lifestyle‑related illness. Drawing on Peter's clinical leadership and international experience, the conversation highlights practical steps for leaders, businesses and government to make healthcare more effective and sustainable.

  2. 10 jun

    Clem Garvey, COO of Paragon on Walking in the Customer’s Shoes, B2B Service, AI & Culture

    In this episode of Causonomics, host Jo Causon and Clem Garvey, COO of the Paragon Group, discuss how a global business services provider combines brand services and outsourced customer communications to drive secure, scalable, and personalised customer experiences. They explore Paragon’s role across financial services, FMCG and public sector clients, and how data, security and long-term customer relationships underpin service excellence. The conversation also covers the fast-evolving role of AI, the balance between human empathy and technology, and lessons from different cultures on putting the customer at the heart of business. Clem highlights the need to productise service offerings, anticipate customer needs, and maintain ethics and trust as core competitive advantages.   Music copyright:  Kevin MacLeod

  3. 20 may

    Greg Reed, Group CEO, Places for People on Purpose-Driven Leadership

    In this episode, Jo Causon interviews Greg Reed, Group CEO of Places for People, about putting customers and communities at the heart of an organisation. They discuss purpose-driven leadership, long-term thinking, empowering staff to do the right thing, and how data and AI can predict issues and improve social housing outcomes.

  4. 29 abr

    Kia CEO, Paul Philpott on importance of locality and trust

    In this episode of Causonomics, Jo interviews Paul Philpott, President and CEO of Kia UK, about his 37-year automotive career and the transformation of Kia from a 1% market share to the UK’s fourth biggest car brand. They discuss Kia’s dealer-focused strategy, the industry-leading seven-year warranty, and the importance of locality and trust in retail. The conversation also covers how Kia is navigating geopolitical shocks and supply-chain challenges, the transition to electric vehicles and charging infrastructure, the role of AI and robotics in manufacturing, competition from Chinese brands, and leadership lessons centred on respect for customers, colleagues and partners.

  5. 15 abr

    Tracy Blackwell, former CEO of PIC, on Protecting Pensions and Powering Growth

    In this episode, Jo Causon interviews Tracy Blackwell CBE, co‑founder and former CEO of Pension Insurance Corporation (PIC). They discuss PIC’s mission to secure pensions, the importance of long‑term thinking and purpose‑driven leadership, and how pension capital can fund UK housing and infrastructure to deliver social value and returns. Tracy also shares views on AI, regulation, consumer duty and practical advice for leaders - including the simple but powerful step of meeting customers to improve service and drive sustainable growth.

  6. 1 abr

    Alison Platt CMG, Non-Exec Chair of esure and Ageas UK, on effective boards and staying close to the customer

    Today I am joined by the wonderful Alison Platt. Alison has had a remarkable career, from joining British Airways as an 18-year-old management apprentice, where she spent five years as cabin crew on 747s during the airline's famous turnaround - through to senior leadership roles at Tesco and Bupa, then CEO of Countrywide, and more recently as chair of Hargreaves Lansdown, where she led the board through a significant period of change, reset the company's values, and brought the voice of the customer right into the heart of the boardroom. She is currently the Non-Exec Chair of Ageas UK and esure as they undergo a transformational merger, and a Non-Exec Director of Spectrum Life Healthcare in Ireland.   In our conversation, we discuss what makes a truly effective board, why staying obsessively close to the customer is non-negotiable at every level of an organisation, the lessons she carries from BA's transformation, and how AI is already transforming mental healthcare in surprising ways. Alison also shares her view on why the best leaders keep connected to reality: not the polished version, but the unvarnished truth of what customers and colleagues experience every day.

  7. 22/10/2025

    Causonomics with Alison Jones

    In this episode of Causonomics, Jo Causon speaks with Alison Jones, Chief Parts and Services Officer at Stellantis, about her 30-year career in the automotive industry and her leadership in advancing the circular economy within the company’s 2030 strategic plan. The discussion also explores challenges and opportunities in the automotive sector - including sustainability, evolving customer choices, EV infrastructure and tariff volatility.   Music copyright:  Kevin MacLeod

  8. 07/10/2025

    Elaine Kerr, Group CEO of DPD UK on Productivity, Growth and Innovation

    For this special podcast, published on Day Three of National Customer Service Week (Productivity, Growth & Innovation), Jo Causon is joined by Elaine Kerr,  CEO of DPDgroup UK. Elaine discussed her journey from sales executive to CEO, the importance of customer-centric leadership, and the significant changes in the delivery industry post-pandemic. Elaine shares insights on sustainability initiatives, the role of AI and technology in operations, and the importance of diversity and inclusion in the workplace. The conversation also touches on community engagement, leadership dynamics, and the need for government support in fostering business growth.   Music copyright:  Kevin MacLeod

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Join our CEO, Jo Causon, as she discusses all things customer service, with frank and open conversations on how we centre the customer to benefit consumers, business, society, and the wider UK economy.

Información

  • Creador
    The Institute of Customer Service
  • Años de actividad
    2024 - 2026
  • Episodios
    24
  • Clasificación
    Apto
  • Copyright
    © Copyright 2024 All rights reserved.
  • Mostrar sitio web
    Causonomics