The operating environment for businesses today is characterised more than ever before by fragmentation, uncertainty, and polarisation, something I delve into in this month’s blog post. While some organisations and sectors are in growth mode, others are facing a battle for…
The King’s Speech on Wednesday set out the Government’s response to the volatile economic and geopolitical environment impacting businesses and consumers, defined by the cost of living, slow growth, and concerns about security and economic resilience. The speech signalled some…
There’s something almost Groundhog Day-like about the morning after an election. We wake to votes still being counted, maps being coloured in, and a familiar chorus of: "What does this mean for Westminster, the Prime Minister, and the next political…
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was an emphatic no, but it made me reflect on why others may hold this view and whether we are clear…
Our Head to Head series brings a sharp business lens to leadership conversations, with our CEO Jo Causon examining the strategic, operational and governance challenges facing organisations today. In this edition, she speaks with Liz Walker, Chief Operating Officer at…
When asked what made the job of prime minister difficult, Harold Macmillan is reported to have once replied, “Events, dear boy, events”. I wouldn’t be surprised if the current PM, along with the Chancellor, were feeling something similar at the…
Regular readers - many of whom are supporters of our Service with Respect campaign - will know that we have been making the case for a long time for action to tackle unacceptable violence, abuse and threats faced by some…
In our Head to Head series, our CEO Jo Causon sits down with business leaders to explore the challenges their organisations face. In this edition, she speaks with Maureen Beresford, Director of Corporate Governance and Stewardship at the Financial Reporting…
In every sector, and for several years now, rising customer expectations have been placing increasing pressure on all organisations to deliver a seamless experience. This is felt most sharply at peak times, when consumer demand is up, and when services…
The start of a new financial year provides us as business leaders with an opportunity to reset our organisation’s strategy and refocus on the direction we want to be heading. More so than most, this April marks a pivotal moment…