Causonomics

In this episode of Causonomics, Jo interviews Paul Philpott, President and CEO of Kia UK, about his 37-year automotive career and the transformation of Kia from a 1% market share to the UK’s fourth biggest car brand. They discuss Kia’s dealer-focused strategy, the industry-leading seven-year warranty, and the importance of locality and trust in retail. The conversation also covers how Kia is navigating geopolitical shocks and supply-chain challenges, the transition to electric vehicles and charging infrastructure, the role of AI and robotics in manufacturing, competition from Chinese brands, and leadership lessons centred on respect for customers, colleagues and partners.

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.

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.

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

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

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

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  

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

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

This week, we move back into the financial world, as Jo sits down with Jane Sydenham, Investment Director, Rathbones. They discuss the intersection between the world of investment and the world of service, and what businesses can focus on to weather economic uncertainty.    Music copyright:  Kevin MacLeod

Causonomics returns once more, with Jo Causon sitting down with inspirational entrepreneur and investor Joanna Jenson, creator of the Child's Farm skincare range. Joanna and Jo discuss what it takes to be an entrepreneur and the challenges to be overcome, as well as why great service should be the cornerstone of any good brand.  Music copyright:  Kevin MacLeod  

This week, Jo is joined by improv comedian and accomplished business coach Neil Mullarkey, where they discuss the intersection between improvisation, thinking on your feet, and providing a more human and real service experience for your customers.  Music copyright:  Kevin MacLeod

Angela MacDonald CBE, Deputy Chief Executive and Second Permanent Secretary with HMRC, joins Jo Causon this week to discuss her role, her approach to leadership, and how to keep up with a rapidly evolving customer landscape.   Music copyright:  Kevin MacLeod

Jo catches up this week with decorated financial services leader Dame Alison Rose, where they chat about the importance of centring the customer and what business leaders can do to ensure a focus on customer outcomes.    Music copyright:  Kevin MacLeod

Season 2 of Causonomics is back with a bang, as Jo sits down with the head of one of Britain's most beloved luxury retail brands. Tom Athron, CEO, Fortnum & Mason discusses how great customer service remains a key differentiator in a fast-changing customer landscape.    Music copyright:  Kevin MacLeod

This week Jo Causon sits down with a legend in the business world, Sir John Timpson, to discuss how his unique management style has empowered generations of employees to provide differentiating levels of service for the business.   Music copyright:  Kevin MacLeod

Jo Causon catches up with Dame Irene Hays, head of Hays Travel, where they talk about Dame Irene's fascinating career, and how great customer service has been a huge differentiator for Hays Travel.  Music copyright:  Kevin MacLeod

In this week’s episode, Jo Causon sits down with Chief Economist and Head of Research at Panmure Liberum, Simon French, to discuss how a focus on customer service can lead to long term economic growth for the UK. Music copyright:  Kevin MacLeod

This week, ahead of the busiest quarter for retail, Jo Causon catches up with Sainsbury's CEO Simon Roberts to chat about the importance of customer loyalty and retention in an increasingly competitive landscape.  Music copyright:  Kevin MacLeod

Join The Institute of Customer Service CEO Jo Causon as she chats with the Financial Times' consumer editor Claer Barrett, who discusses the impact of poor service from both a consumer and a business lens.  Music copyright:  Kevin MacLeod

Join The Institute of Customer Service CEO Jo Causon as she chats with first direct CEO Chris Pitt about what it takes to be a customer-focused business leader.    Music copyright:  Kevin MacLeod