I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was an emphatic no, but it made me reflect on why others may hold this view and whether we are clear…
When asked what made the job of prime minister difficult, Harold Macmillan is reported to have once replied, “Events, dear boy, events”. I wouldn’t be surprised if the current PM, along with the Chancellor, were feeling something similar at the…
Regular readers - many of whom are supporters of our Service with Respect campaign - will know that we have been making the case for a long time for action to tackle unacceptable violence, abuse and threats faced by some…
In every sector, and for several years now, rising customer expectations have been placing increasing pressure on all organisations to deliver a seamless experience. This is felt most sharply at peak times, when consumer demand is up, and when services…
The start of a new financial year provides us as business leaders with an opportunity to reset our organisation’s strategy and refocus on the direction we want to be heading. More so than most, this April marks a pivotal moment…
There has been a lot of news recently about the growing number of young people not in employment, education or training, or ‘NEETs’. Recent figures suggest that there are almost 1m NEETs aged 16-24 in the UK, across all levels…
Despite an optimistic start to the year, the UK now faces yet more economic headwinds as global uncertainty continues. Whether it’s the conflict in Iran, rising protectionism or supply chain shocks - events this year have undeniably impeded UK growth…
Earlier this week, I had the pleasure of addressing 400 business leaders at our Annual Conference. As I noted during my keynote, we are operating in a period of intense change - from geopolitical tensions disrupting supply chains, to technology…
The Chancellor’s Spring Statement was trailed as providing very little new news and by some as being ‘’boring’’. From a new policy perspective, it is fair to say that what we heard this past Tuesday probably fits that description. While…
As consumers, I am sure we can all see and feel the rapid expansion of artificial intelligence in customer service. For all the hype however, our latest breakthrough research reveals that its current impact remains more incremental than transformative. Perhaps…