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If anything is more incredible than Leicester City’s Premier League triumph, it is the amount of positive discussion and coverage it has received. The triumph of the underdog has captured the public...read more
It is now widely accepted that employee engagement is a critical source of competitive advantage, yet despite many Boardrooms claiming that they understand its strategic value, our own research identi...read more
The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction. But what impact are technological advances having on customer service that relies so heavily...read more
There’s not long left to enter the 2016 UK Customer Satisfaction Awards.The awards opened for entries in April 2015 and it didn’t take long for organisations to start downloading information, but ...read more
The past few weeks have seen some big brand names making bold, strategic, decisions that go right to the heart of customer service. At the start of May Morrisons announced plans to roll back sel...read more