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. -6 ДН.

    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.

    35 мин.

  2. 1 АПР.

    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.

    50 мин.

  3. 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

    47 мин.

  4. 07.10.2025

    Causonomics with Elaine Kerr

    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

    32 мин.

  5. 20.08.2025

    Causonomics with Jon Paull

    On this week's episode of Causonomics, Jo Causon sits down with Chief Operating Officer and founding member of Octopus Energy, Jon Paull. Jon and Jo discuss Octopus' journey from disruptive start up to market leader in the UK energy sector, and how a focus on customer excellence has accelerated its phenomenal growth.     Music copyright:  Kevin MacLeod

    40 мин.

  6. 30.07.2025

    Causonomics with Ken Hughes

    This week, Jo Causon catches up with one of the leading authorities on customer experience and excellence, Ken Hughes.    Their conversation focuses on the customer of the digital age, what their expectations are, and how businesses can exceed these expectations and differentiate themselves in an increasingly competitive world.    Music copyright:  Kevin MacLeod

    52 мин.

  7. 09.07.2025

    Causonomics with Ben Hanlin

    This week, Jo Causon sits down with a very interesting guest - TV star, magician, and corporate speaker Ben Hanlin joins Causonomics to discuss his own career and how its evolved, as well as the surprising links between stage performance and customer excellence.    Music copyright:  Kevin MacLeod

    42 мин.

  8. 25.06.2025

    Causonomics with Andy Wood OBE

    This week, Jo Causon catches up with former CEO of Adnams Brewery and current Chair of Norse Group, Andy Wood OBE, to chat about what makes great, differentiating, sustainable service.    Music copyright:  Kevin MacLeod

    42 мин.
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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.

Информация

  • Автор
    The Institute of Customer Service
  • Годы выхода
    2024 - 2026
  • Выпуски
    20
  • Ограничения
    Без ненормативной лексики
  • Авторские права
    © Copyright 2024 All rights reserved.
  • Сайт подкаста
    Causonomics