Service as the foundation for scale
The Times recently reported that Britain is now home to 80 billion-dollar start-ups, more than any country except the US and China. With 23 new unicorns created in the past year, this is Britain’s highest-ever total – a welcome sign of the entrepreneurial ambition, innovation and talent our economy needs to thrive. With Andy Burnham set to enter Number 10, his government…
The path to rebuilding momentum in improving customer satisfaction
Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and…
Our duty of care in an age of extreme weather
In recent weeks, much of Britain has faced a blistering heatwave that saw the government issue guidance on how to…
Complex climate change dynamics that feed directly into reputation and trust
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave…
Double-edged sword – service as a test and enabler for leadership
Periods of change at the top of any organisation generate noise and often a period of uncertainty – rarely more…
BBC Radio 4 Today in Parliament – Calls for stronger protections against customer abuse
Our CEO, Jo Causon, featured in BBC’s Today in Parliament programme examining the growing levels of abuse faced by customer-facing…
Asking the right questions about productivity gains
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound…
Seizing Britain’s summer of opportunity
This summer heralds a wave of major events, from Royal Ascot and Wimbledon to the Commonwealth Games in Glasgow, the…
The ‘lost generation’ challenge will define the next decade of the service agenda – and the UK
Former Minister Alan Milburn’s report warns that Britain is at risk of a ‘lost generation’, with more than a million…
Head to Head with James MacBeth, Managing Director (Auto Windscreens)
Our Head to Head series brings together senior leaders for candid conversations on the opportunities and challenges facing organisations today…
A summer of travel disruption will challenge the end-to-end service experience
The warm weather this week, beyond being a struggle at points, has finally signalled the beginning of summer and is…
High performance leadership in a fragmented service world
The operating environment for businesses today is characterised more than ever before by fragmentation, uncertainty, and polarisation, something I delve into…
Leadership and purpose more important than ever in a fragmented and polarised world
When we look around ourselves in today’s environment, for me, two words stand out: fragmentation and polarisation. This is true…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
