I was recently invited to speak at an insurance industry conference in Birmingham to discuss the importance of driving the service agenda forward. The most striking moment came when I asked the audience what was keeping them up at night…
Although we have all got used to volatility and unpredictability over the last few years, it feels like this year has been quite exceptional. Geopolitically it has been highly turbulent, mainly due to conflict in the Middle East and the…
The latest UK Customer Satisfaction Index (UKCSI) brings good news on the face of it: the July score of 78.3 (out of 100) marked a fourth successive six-month period of a rise in satisfaction. The score is up one point…
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave here in the UK. We are not yet into July, but this is the second heatwave of the summer already,…
When we look around ourselves in today’s environment, for me, two words stand out: fragmentation and polarisation. This is true on many levels: in geopolitics, local/national politics, socially and in business. We see fragmentation because old binary alliances and certainties…
Productivity has been a national question for a long time now as the country searches for meaningful economic growth. But as much as productivity is about industry-level outputs and GDP, it is also an issue that rests with each one…
We are navigating a period of considerable geopolitical and economic uncertainty - this much we know. The conflict in Iran, rising protectionism and supply chain disruption are exerting real pressure on UK businesses and households alike. Despite an optimistic start…
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and understand what matters most to them? Hopefully the answer is ‘not long ago’ – but certainly it’s easy for busy…
As 2026 gets underway, it remains a challenging time for many consumers and businesses – so it is reassuring and positive news that customer satisfaction as tracked in our UK Customer Satisfaction Index (UKCSI) has moved decisively up to reach…
2025 has been another helter-skelter year of unpredictable events, geopolitical instability and tough economic trading conditions. Looking forward to 2026, I don’t expect it to be any different. The good news for business is that we have become accustomed to…