It’s a Wonderful Life: Service lessons from a Christmas classic
As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend – Frank Capra’s 1946 film It’s a Wonderful Life. It is a film many of us will be familiar with, but revisiting it this year, I was struck by just how relevant its themes feel for leaders, organisations and service professionals…
Expect the unexpected in 2026
2025 has been another helter-skelter year of unpredictable events, geopolitical instability and tough economic trading conditions. Looking forward to 2026,…
Resilience is the service watchword for 2026 and beyond
This week, I chaired our annual webinar on our Customer Service Trends and Predictions for the year ahead. Thank you…
Recording of Customer Experience Trends 2026 Webinar
Our CEO, Jo Causon was joined by Alison Jaap, Transformation Director at Connells Group, Lucinda Scott, Customer Service Director at…
Upskilling the nation to drive economic growth
When we talk about skills, we often focus on how best to support younger generations as they enter the workforce,…
FT: Human touch remains key to AI customer service strategies
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended…
Head to Head with Liz Chapman, Chief Operations Officer Europe (Equifax)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Budget will have an impact. It’s how we respond that matters
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses…
Forbes: The Key To Holiday Season Success? Reject Consumerism, Embrace Emotion
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and…
Clear and effective communication is more important than ever in febrile times
It’s often said that good communication is a key component of corporate strategy – and this has never been truer…
No time for a COP out – the importance of staying the course on sustainability
This week at COP, businesses and world leaders have been lobbying for their preferred outcomes. Expectations for the current…
BBC Radio 5 Wake up to Money: Jo Causon discusses AI, consumer confidence and changing behaviours
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Cyber-security and the customer experience: an unavoidable challenge
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place…
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.
