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 Liz Fairburn, Customer Experience Director at the Department for Work and Pensions. Listen to…
For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect storm of rising costs, the growth of online shopping and dwindling footfall has seen many of our nation’s high streets…
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 Phil McGilvray, Managing Director Debt Services at TDX Group. Listen to Jo and Phil…
We are increasingly seeing the impact of climate change in the here and now. Putting aside the underwhelming British weather, this July was the hottest globally on record, and we saw the toll of global warming in the form of…
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 Chris Wright, Managing Director at Nottingham Trams. Listen to Jo and David discuss leadership,…
It’s been just over a year since we successfully achieved a change in the law with our Service with Respect campaign to make the abuse of public-facing staff an aggravated offence. We are proud to have spearheaded a cross-party, cross-sector, and cross-society…
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the index since 2015. We should have perhaps expected some of…
At the moment, businesses seem to be in the news for all the wrong reasons. Retail banks are just the latest to face backlash from regulators and customers, with supermarkets and utility companies having faced similar criticism in recent weeks…
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 Francesca Rea, Director of Customer Service & Service Delivery at NewDay. Listen to Jo…
Last month, the Bank of England confirmed what many of us had feared: inflation continues at record rates. The media has been quick to highlight the impact of inflation – and the resulting rate rises aimed at stemming it – on…