Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK. The ICS is the UKs independent professional customer service body. They offer professional qualifications along with research, advice, and they regularly lobby the government and media to ensure the importance of customer service is better understood. In this episode Jo talks about building back with better CX as we emerge from the pandemic. https://www.linkedin.com/in/jo-causon-8b53652/ https://www.instituteofcustomerservice.com/