The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were abhorrent. These are the individuals who care for us when we’re unwell, provide the support that many people need to…
As we step into 2026, many organisations will be eager to put a year of economic uncertainty behind them and seize the opportunities ahead. And despite pessimism in some quarters, there are several signs of grounds for greater positivity. Research…
As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend – Frank Capra’s 1946 film It's a Wonderful Life. It is a film many of us will be familiar with, but…
This week, I chaired our annual webinar on our Customer Service Trends and Predictions for the year ahead. Thank you to our exceptional panellists, each of whom brought their unique perspectives and experience to bear in a fascinating discussion on…
When we talk about skills, we often focus on how best to support younger generations as they enter the workforce, or the value of academic achievement versus vocational skills. These are unquestionably core aspects of ensuring we have the right…
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses have an opportunity to reflect and refocus. The measures set out this week, some more welcome than others, will impact…
This week at COP, businesses and world leaders have been lobbying for their preferred outcomes. Expectations for the current session are perhaps lower than for any recent COP, which may not be unexpected given some of the geopolitical issues…
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place speak directly to customer experience and trust. What’s more, as the economy shifts toward greater personalisation, consumer trust in how…
In the past week, we have received a stark reminder of the extreme risks people serving the public face every day while simply carrying out the roles and responsibilities expected of them. The train incident that took place last weekend,…
What it is to be a CEO today is markedly different to what it once was. The plethora of challenges faced – from a more turbulent operating environment and shifting employee preferences, to heightened public scrutiny and (probably rightly) more…