CEO of the Institute of Customer Service, Former Director of Marketing & Corporate Affairs at the Chartered Management Institute & Customer Service Media Commentator
Jo Causon’s Biography:
Jo Causon is the Chief Executive of the Institute of Customer Service, a position she has held since 2009. Recognised as one of the UK’s leading authorities on customer experience, Jo has spent more than two decades helping organisations understand the commercial value of service excellence. Her expertise spans business strategy, leadership, brand development and organisational performance, making her a highly sought-after keynote speaker. Frequently called upon by national broadcasters and major conferences, she provides practical insight into how customer service drives growth, trust, employee engagement and long-term business success.
Jo’s career combines experience across both the commercial and not-for-profit sectors. Before joining the Institute of Customer Service, she served as Director of Marketing and Corporate Affairs at the Chartered Management Institute from 2005. Throughout her career, she has developed a reputation for strategic leadership and stakeholder engagement, working closely with businesses, government departments and regulators. As Chief Executive, she has played a pivotal role in advancing the profile of customer service as a critical economic and organisational priority, influencing policy discussions and supporting businesses across multiple industries.
A respected thought leader, Jo is a regular commentator in the national media and has been featured across Sky News, the BBC, ITV and major publications including The Telegraph. Her expertise has led to invitations to provide evidence to parliamentary inquiries, including the Communications and Digital Select Committee’s investigation into digital exclusion and the cost-of-living crisis, as well as the Public Administration Select Committee’s inquiry into complaints handling. These contributions have reinforced her standing as a trusted voice on consumer experience, public service delivery and organisational accountability.
Alongside her media and policy work, Jo is a passionate advocate for raising customer service standards across the UK economy. She has spoken at prominent events including Utility Week Live, The Housing Community Summit, London Tech Week and The Retail Bulletin Conference. Her ability to translate complex customer and business challenges into actionable strategies makes her an engaging and impactful speaker for audiences ranging from senior executives to public sector leaders.
Why Hire Jo Causon?
Jo Causon brings a unique combination of commercial insight, policy influence and customer experience expertise to the stage. Drawing on years of advising organisations, engaging with government and shaping national conversations around service excellence, she delivers practical strategies that audiences can implement immediately. Her keynote presentations explore customer loyalty, organisational culture, digital transformation, complaints management and business performance. Having addressed leading industry conferences and regularly appeared across national media, Jo offers authoritative, evidence-based perspectives that help organisations strengthen relationships, improve service delivery and create sustainable competitive advantage.
Jo Causon’s Career Highlights:
Here are some of the key milestones that define Jo Causon’s remarkable career:
- 2025 – Featured extensively across national media as a leading commentator on customer experience, business performance and consumer trust.
- 2024 – Delivered keynote presentations at major industry events including London Tech Week and Utility Week Live.
- 2023 – Continued advising organisations across sectors on customer strategy, employee engagement and service improvement.
- 2022 – Provided expert commentary on the role of customer service during ongoing economic and cost-of-living challenges.
- 2021 – Worked with policymakers, regulators and business leaders to promote higher service standards across the UK economy.
- 2020 – Supported organisations navigating rapidly changing customer expectations during a period of significant disruption.
- 2019 – Invited to contribute evidence and expertise to parliamentary discussions concerning consumer experience and public services.
- 2009 – Appointed Chief Executive of the Institute of Customer Service, leading the organisation’s strategic growth and influence.
- 2005 – Became Director of Marketing and Corporate Affairs at the Chartered Management Institute, overseeing brand, communications and stakeholder engagement.
Videos
Jo Causon’s Official Keynote Speaking Videos & Showreel:
Testimonials
“Jo delivered an insightful and highly engaging keynote that perfectly balanced strategic thinking with practical application. Her expertise in customer experience and organisational performance was evident throughout, providing our audience with valuable takeaways they could implement immediately. Jo has a remarkable ability to connect customer service principles to wider business success, making complex challenges easy to understand and act upon. Professional, knowledgeable and inspiring, she left a lasting impression on attendees and was one of the standout speakers of the event. We would not hesitate to recommend her for future engagements.” – David Simms
Speaking Topics
Jo Causon’s Official Keynote Topics:
- Customer Service
- Business Management
- Leadership
How Much Does Jo Causon Cost to Hire?
How Much Does it Cost to Hire Jo Causon?
Jo Causon’s speaking fees typically reflect her exceptional career and international demand. Engagements vary depending on location, format, and duration; keynote appearances, conferences, and international events may command higher fees due to travel and preparation requirements.