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, it’s not just the staggering heat that’s 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…
The challenge surrounding UK productivity is something we’re all acutely aware of. Despite the years that have passed, we’re yet to see it return to pre-pandemic and pre-financial crisis levels. While many factors are undoubtedly contributing to this stagnation, it…
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And just as buying a house and getting a mortgage can be a complex process, so too buying a car brings…
The debate in the business world and across the media around the impact of AI on customer service continues to rumble on. However, the discourse often fails to address the conversation with the depth of thought and nuance it requires…
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment to capital investment over the cutgrrent parliament signals a desire to stimulate long-term, sustainable growth. This is what we all…
NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we have learned, 16 years after the Government stepped in to rescue what was then called the RBS Group. As the…
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of conversation with many of the businesses I am spending time with – whether from a crisis management point of view,…
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but developments in recent weeks have highlighted just how likely and real the threat is. Both M&S and Co-Op have become…
The news this week that the UK government has agreed a framework for a deeper economic relationship with the EU will likely be a positive step forward for British business. After months of gloomy headlines, this deal, together with those…