News that McVitie’s has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them as 'chocolate flavour', made the headlines this week. We will see more of this I am sure as businesses continue…
As the days shorten and retail’s Golden Quarter gets into full swing, we’re reminded that this is a critical trading period. For retailers and hospitality operators especially, but many other sectors too. While autumn has been mild, when we might…
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals, teams, and organisations that each bring genuine value to people, communities, and the economy through a commitment to service excellence…
Employee engagement is a perennial imperative for any organisation, with the link between highly engaged employees and strong customer service and business performance well established. In that sense, nothing has changed. However, given the shifting and uncertain landscape around us,…
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British, focusing on what brings us together rather than what divides us. At a time when political polarisation dominates headlines, this…
The conversation surrounding the risks and opportunities of AI remains complex and fraught with uncertainty. There is, as yet, no clear consensus among businesses, consumers, and regulators on its ground rules – at least certainly not in the UK. While…
The latest jobs data this week issued a clear signal that the UK labour market is set to cool further. And while the latest figures are in line with expectations, they serve as a stark reminder of the challenges businesses…
Employee engagement is as critical as it has ever been for organisational success, and although the key ingredients that drive engagement haven’t changed in the last 20 years, the environment we are all working in certainly has. Employees today increasingly…
This week, the Chancellor’s announcement of the Autumn Budget on 26 November has reignited conversations about the UK’s ability to deliver on its growth ambitions. It’s 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…