This week, the Chancellorās announcement of the Autumn Budget on 26 November has reignited conversations about the UKās ability to deliver on its growth ambitions. Itās clear that the UK is facing a significant productivity challenge that is impacting…
The use of AI has featured heavily in the news again this week. In fact, you would have had to be on a different planet to avoid the stream of thoughts and headlines. Those responsible for customer service in…
This weekās latestĀ inflation figuresĀ from the Office for National Statistics have issued a timely reminder of the difficult road ahead for our UK organisations and the economy overall. Inflation rose to 3.8% in July, up from 3.6% the month before and…
Traditionally, many of us jet off on holiday at this time of year, to make the most of the school break, enjoy the warmer weather abroad, or simply recharge. Recently though, patterns have started to shift. A survey in July…
A glance at some of the economic headlines this week might suggest a gloomy outlook - whether because of concerns over the gap in public finances being bigger than we thought, another drop in construction activity, or internal uncertainty from…
In some organisations, it can often feel as though there is a disconnect between those on the frontline and those steering the ship. One explanation for this might be the complex operating environment businesses find themselves in, having to navigate…
I am continually inspired by the dedication and resilience of our Service Nation, and by the businesses and individuals we at The Institute are privileged to support. For this reason, it is deeply concerning to see abuse towards service workers…
Each year, the Chancellorās Mansion House speech is a significant moment in the political and business calendar. And given the tumultuous year weāve had so far, the stakes feel higher on this occasion. There have been grounds for tentative economic…
The findings of our latest UK Customer Satisfaction Index, launched this week, once again sent a clear signal to UK businesses - with greater potential to build on the opportunity to drive the improvement forward. Investing in customer service can…
As we move through the height of summer, itās not just the staggering heat thatās taking some adjusting to. The end of the first fiscal quarter makes this a critical moment of reflection and recalibration for many businesses, as business…