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…
I am continually inspired by the dedication and resilience of our Service Nation, and by the businesses and individuals we at The Institute are privileged to support. For this reason, it is deeply concerning to see abuse towards service workers…
Each year, the Chancellor’s Mansion House speech is a significant moment in the political and business calendar. And given the tumultuous year we’ve had so far, the stakes feel higher on this occasion. There have been grounds for tentative economic…
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…
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 Rowena Maxwell, Managing Director at Accenture. Listen to Jo and Rowena discuss productivity, innovation and…
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…
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 ÂŁ113bn 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…