The current economic environment is presenting different challenges to customers and employees alike. Equipping leaders and managers with the skills and knowledge to support their teams assist customers in vulnerable…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need strong leaders to navigate through the challenges that confront them,…
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see the latest ONS Labour Market figures. They showed…
This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts promoting the cause, I am struck by just how far…
Our Vice-Presidents are long-standing supporters of The Institute. They act as critical friends by helping us strengthen our senior level representation across a wide range of sectors. They also contribute…
In these testing times, trust has never been more fundamental to driving satisfaction and loyalty with your customers. Following feedback and requests from our members on their desire to…
Following last week’s Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating as both politicians and members of the public voice their…
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both business and society reset themselves after a period of national…