Asking the right questions about productivity gains
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound – or if the optimism is more hope than evidence…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will be welcome news to retailers after a damp December, as…
Head to Head with Liz Walker, Chief Operating Officer (Unum)
Our CEO, Jo Causon will be meeting with Liz Walker, Chief Operating Officer at Unum, as part of our Head to Head series to discuss leadership and challenges faced. As…
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 speak directly to customer experience and trust. What’s more, as…
Three key lessons highlighted by the growing cyber threat
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but developments in recent weeks have highlighted just how likely and…
A Season for sensitivity?
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic – I’m not going to focus on Christmas just yet! Of…
Head to Head with Joanna Swash (Moneypenny)
Our CEO, Jo Causon will be meeting with Joanna Swash, Group Chief Executive Officer of Moneypenny, as part of our Head to Head series to discuss leadership and challenges faced…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of life. As I reflect on this day, I ask myself:…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.