I found it interesting reading about the idea that AI has turned Britain into a nation of “super complainers”. Councils, schools and police forces are reporting a surge in AI-drafted complaints - longer, more legalistic and often inaccurate. I’m…
Recent economic data has offered a mixed picture to leaders in business and politics. As Wednesday saw UK inflation reach its highest level in nearly 12 months, the unemployment rate conversely recorded its lowest level in more than a year,…
Throughout this year’s National Customer Service Week, it was fantastic to see so many organisations and individuals champion great service, recognise their colleagues and highlight the difference they make to customers every day. AI increasingly featured in this year’s discussions…
As part of National Customer Service Week, our live panel discussion, 'AI vs the Human Touch - Finding the Balance' explored how organisations can harness AI to enhance service delivery while keeping empathy, judgement and emotional intelligence at the heart…
I was recently invited to speak at an insurance industry conference in Birmingham to discuss the importance of driving the service agenda forward. The most striking moment came when I asked the audience what was keeping them up at night…
AI is fast evolving into an existential question for boardrooms. Improving staff productivity and making better use of company resources are undoubtedly critical to future-proofing a business model. And to be clear, I sympathise with business leaders. They now face…
Our Head to Head series brings together senior leaders for thought-provoking conversations about the issues shaping organisations today. In this episode, Jo Causon, CEO of the Institute of Customer Service, is joined by Richard Nicholls, Managing Director of Brook Green…
I wanted to reflect on something slightly different this week: journalist Simon English’s commentary on polling, which argues that organisations commission more of it than ever and much of it badly. English is candid about his interest as a pollster…
Two sets of figures caught my eye last week. Recent data from GfK show consumer confidence has risen to its strongest level in two years, while August has seen a boost in services activity according to the latest UK purchasing managers’ index. Taken together,…
Although we have all got used to volatility and unpredictability over the last few years, it feels like this year has been quite exceptional. Geopolitically it has been highly turbulent, mainly due to conflict in the Middle East and the…