It is fitting that the Prime Minister should call a General Election for this summer, less than a week after I wrote my piece setting out the first of The Institute’s asks of the next Government. Politicians from all sides are now…
Those who follow our weekly updates and recent media appearances know that I have been vocal about the current cycle of short-termism seen across business, the public sector and Government that is holding back growth in the UK. While the…
May has so far been a mixed month in terms of economic news. The latest forecast from the Organisation for Economic Co-operation and Development (OECD) makes for stark reading, predicting the UK will have the lowest growth of all the G7 nations…
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 Gillian Chamberlain​, Managing Director, Capita Ireland. Listen to Jo and Gillian discuss leadership learnings,…
Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important because of the opportunity to apply learning across sectors, which is what consumers do; they don’t compare their customer experience…
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 Joanna Swash, Group CEO at Moneypenny. Listen to Jo and Joanna discussion below the…
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the UK. In addition to the article, the comments from readers were equally revealing as they highlighted some pressing concerns: the…
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 Phillippa Cardno, Chief Executive at Newbury Building Society. Listen to Jo and Phillippa's discussion…
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for the leader of this weekend's FT Magazine, the collapse in service standards has cost UK plc billions and has eroded…
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and very welcome step in the right direction. Classifying assaults on shopworkers as a distinct criminal offence is a sign of…