When youāre under pressure, where do you turn?
Although we have all got used to volatility and unpredictability over the last few years, it feels like this year has been quite exceptional. Geopolitically it has been highly turbulent, mainly due to conflict in the Middle East and the US/Israel war against Iran with all its ramifications for supply chains and oil prices. With the White House pursuing a…
Smart glasses and the new rules of customer experience
Some of you may have seen thatĀ The GuardianĀ recently reported on the growing number of pubs, bars, and theatresĀ banning customers from…
The PM is putting the customer experience in the spotlight, creating an opportunity for service leaders
The recent announcement by Andy Burnham last week in a Guardian editorial caught my attention. In it, Burnham vows to…
Reviving the high street relies on more than physical renewal
A case was made in the Financial Times recently for a plan to save our high street, built on the…
Head to Head with Colin Fyfe, CEO (Unity Trust Bank)
Our Head to Head series offers exclusive conversations with senior leaders on the issues that matter most to today’s organisations…
From skills to service: why local empowerment matters
Less than two weeks into a new era of British politics, former Prime Minister Harold Wilsonās words remain enduring: a…
Vigilance and commitment needed to prevent a backslide in customer satisfaction
The latest UK Customer Satisfaction Index (UKCSI) brings good news on the face of it: the July score of 78.3…
Success is judged by standards, not just results
As someone who is not a dedicated follower of the Beautiful Game, IĀ need to be careful about dispensing any particular…
UKCSI Non-Member Webinar July 2026
We recently hosted our July 2026 UK Customer Satisfaction Index launch for non-members. During the session, our CEO, Jo Causon,…
Service as the foundation for scale
The TimesĀ recently reported thatĀ Britain is now home to 80 billion-dollar start-ups, more than any country except the US and China…
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…
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.
