In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Jenny Herrera, CEO at Good Business Charter. Listen to Jo and Jenny discuss the…
As consumers, I am sure we can all see and feel the rapid expansion of artificial intelligence in customer service. For all the hype however, our latest breakthrough research reveals that its current impact remains more incremental than transformative. Perhaps…
Earlier this week we heard the news that the FCA plans to loosen rules for ‘buy now, pay later’ (BNPL) lenders, around the level of information they are required to provide customers. BNPL lenders are a fast-growing part of the…
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will be welcome news to retailers after a damp December, as it will for the government and wider economy, serving as…
It is no secret that, since the pandemic, the UK’s leisure and hospitality industry has had to navigate some particularly challenging conditions. As we leave January behind, the lighter, longer days offer some cause for optimism about customer spend. That…
At the beginning of this week, Business Secretary Peter Kyle offered a novel suggestion – that MPs’ pay should be linked to economic growth. He argued that this would incentivise parliamentarians to vote for potentially contentious pro-growth measures such as…
After what has been a whirlwind week for global dialogue and economic data at Davos, it is encouraging to be able to reflect on some positives. Against a backdrop of geopolitical uncertainty, Mark Carney’s address at the World Economic Forum…
The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were abhorrent. These are the individuals who care for us when we’re unwell, provide the support that many people need to…
As we step into 2026, many organisations will be eager to put a year of economic uncertainty behind them and seize the opportunities ahead. And despite pessimism in some quarters, there are several signs of grounds for greater positivity. Research…
As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend – Frank Capra’s 1946 film It's a Wonderful Life. It is a film many of us will be familiar with, but…