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…
At The Institute, we launched our Service with Respect campaign back in 2020 to shine a light on the issue of abuse against customer service staff. The campaign has been extremely successful, gaining support across stakeholder groups and raising awareness…
This week’s latest inflation figures 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…