Asking the right questions about productivity gains
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound ā or if the optimism is more hope than evidence. Amid the current hype, it can be tempting to read every AI-driven gain in output, speed or efficiency as proof that a wider economic transformation is taking hold. Like most…
Seizing Britainās summer of opportunity
This summer heralds a wave of major events, from Royal Ascot and Wimbledon to the Commonwealth Games in Glasgow, the…
The ālost generationā challenge will define the next decade of the service agenda – and the UK
Former Minister Alan Milburnās report warns that Britain is at risk of a ālost generationā, with more than a million…
Head to Head with James MacBeth, Managing Director (Auto Windscreens)
Our Head to Head series brings together senior leaders for candid conversations on the opportunities and challenges facing organisations today…
A summer of travel disruption will challenge the end-to-end service experience
The warm weather this week, beyond being a struggle at points, has finally signalled the beginning of summer and is…
High performance leadership in a fragmented service world
The operating environment for businesses today is characterised more than ever before by fragmentation, uncertainty, and polarisation,Ā something I delve into…
Leadership and purpose more important than ever in a fragmented and polarised world
When we look around ourselves in todayās environment, for me, two words stand out: fragmentation and polarisation. This is true…
The King’s Speech is only a start ā now policy must pass the service test
The Kingās Speech on Wednesday set out the Governmentās response to the volatile economic and geopolitical environment impacting businesses and…
Unless we think long-term, Britain will be stuck in Groundhog Day
Thereās something almost Groundhog Day-like about the morning after an election. We wake to votes still being counted, maps being…
Human judgement remains critical in an AI world
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was…
Head to Head with Liz Walker, Chief Operating Officer (Unum)
Our Head to Head series brings a sharp business lens to leadership conversations, with our CEO Jo Causon examining the…
Focus on service to stay on course in uncertain times
When asked what made the job of prime minister difficult, Harold Macmillan is reported to have once replied, āEvents, dear…
Winning the productivity battle, one day at a time
Productivity has been a national question for a long time now as the country searches for meaningful economic growth. But…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
