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