Speaker’s corner: Jo Causon, chief executive, Institute of Customer Service

Jo Causon will speak about the potential implication of declining customer service at the Utility Week Congress on 14 October. In particular she will explore the utility sector’s bottom ranking on the UK ­Customer Service Index. Causon says: “I see customer service as a predictive indicator. Therefore, when you consider that, overall in the UK customer service levels are declining, alongside the fact that around 78 per cent of our GDP is generated by service and that about 70 per cent of people work in customer facing roles, this is really critical and worrying.”