We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate.
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the end of 2020.
Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It's a little bit like trying to use a sticking plaster to fix a broken leg.