I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both business and society reset themselves after a period of national mourning, there is a sense of growing pressure to pick…
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem of service and leadership, carried out with an unfailing sense of duty and an unmistakable humility and grace.  I have…
It has been a strange and sombre week. As I witness the immense crowds gathered in London to pay their respects to Queen Elizabeth II - and indeed the strength of feeling evident across all corners of the nation during…
Today we pay our respects to Her Majesty Queen Elizabeth II. Our deepest sympathies are with the Royal Family at this sad time as we reflect upon a life lived in service of others. The sense of loss is both…
As schools return and holiday season draws to a close for most workers, it is important that we, as service leaders, pay due attention to those who have seen us through a tumultuous summer of disruption. From ongoing supply chain…
This week, we launched our latest insight report - "A Connected World? Ensuring the right blend of people and technology for customer service". In it we highlight both the potential of technology, but also the rising levels of frustration from…
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…
Congratulations to all those who received their A-level results yesterday, and to all those who supported our nation’s next generation through so much disruption of schooling and society in the last 2 years. In an environment where there is little…
Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people - feeling uneasy. In times of economic downturn, it is…
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or more challenging. The headlines are rightly dominated by the strain…