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Leading the Service Nation? Enabling business performance through customer service


Our latest research helps leaders better understand where service leaders need to focus to drive service and business performance and to inform the way organisations identify, recruit and develop leaders.

In a context of falling customer satisfaction and low growth in GDP and productivity, the research highlights 8 critical capabilities and concludes with 10 recommendations and actions for organisations to develop the service leaders of the future.

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A wide variety of leadership roles is involved in delivering an organisation’s customer experience. This includes CEOs and C-level executives, senior managers, managers and technical specialists in customer experience design and strategy, insight, operational delivery, customer facing employees and key support functions like procurement, data and IT.

The variety of roles involved in delivering customer experience means that embedding a service-focused culture and building leadership
capabilities across the organisation are core elements of service leadership.

This research examines leadership in a service context and sheds light on how to engage and influence people, mobilise resources, deliver strategies and embed a service-focused culture across the organisation and its value chain.

The research is based on interviews with senior executives and young leaders from 16 organisations in a wide range of sectors, a focus group with 5 senior executives and an online survey of 504 employees in organisations with more than 50 employees.

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