Leading through economic uncertainty: agile service leadership fosters enduring customer loyalty
Despite an optimistic start to the year, the UK now faces yet more economic headwinds as global uncertainty continues. Whether itās the conflict in Iran, rising protectionism or supply chain shocks – events this year have undeniably impeded UK growth. In response this week, the Bank of England held interest rates at 3.75%. and the Chancellor delivered her Mais Lecture…
A challenging and rapidly changing landscape
Earlier this week, I had the pleasure of addressing 400 business leaders at our Annual Conference. As I noted during…
The Spring Statement – a platform for focus and long-term prosperity
The Chancellorās Spring Statement was trailed as providing very little new news and by some as being āāboringāā. From a…
Head to Head with Head to Head with Jenny Herrera, CEO (Good Business Charter)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
AI in Customer Service ā incremental, not yet transformational
As consumers, I am sure we can all see and feel the rapid expansion of artificial intelligence in customer service…
Listening to customers is key as consumer behaviours change
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and…
Regulating for service: Buy Now, Pay Later lenders and Consumer Duty
Earlier this week we heard the news that the FCA plans to loosen rules for ābuy now, pay laterā (BNPL)…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week asĀ new dataĀ revealed retail spending growth more than doubled last month. This will…
Quality of service comes before price
It is no secret that, since the pandemic, the UKās leisure and hospitality industry has had to navigate some particularly…
To support the growth agenda, MPs should focus on service
At the beginning of this week, Business Secretary Peter Kyle offered a novel suggestion ā that MPsā pay should be…
UKCSI Open Webinar January 2026
We recently hosted a special version of our non-member January 2026 UKCSI launch webinar. Our CEO, Jo Causon, and the…
Another rise in customer satisfaction brings encouragement and opportunity
After what has been a whirlwind week for global dialogue and economic data at Davos, it is encouraging to be…
Daily Mail: First Direct, John Lewis and Hays Travel named Britain’s best firms for customer service
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in the Daily Mail – highlighting the organisations leading…
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.
