As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend – Frank Capra’s 1946 film It's a Wonderful Life. It is a film many of us will be familiar with, but…
This week, I chaired our annual webinar on our Customer Service Trends and Predictions for the year ahead. Thank you to our exceptional panellists, each of whom brought their unique perspectives and experience to bear in a fascinating discussion on…
It’s often said that good communication is a key component of corporate strategy – and this has never been truer than it is today. We are living in challenging times, with geopolitical tensions, economic pressures on businesses and a high…
What it is to be a CEO today is markedly different to what it once was. The plethora of challenges faced – from a more turbulent operating environment and shifting employee preferences, to heightened public scrutiny and (probably rightly) more…
As we move through the height of summer, it’s not just the staggering heat that’s taking some adjusting to. The end of the first fiscal quarter makes this a critical moment of reflection and recalibration for many businesses, as business…
This week’s news that OpenAI will remain under the governance of its non-profit board caught my attention, particularly as it may spark a broader conversation about the role of organisations and the purpose they serve in today’s world. Even amid…
Despite a rocky start to the financial year, data on the UK jobs market earlier this week provided some timely relief from lingering economic gloom. Encouragingly, job vacancies saw the fastest monthly increase in three years – a promising sign for business…
A significant amount of coverage on the Spring Statement this week has focused on the difficult decisions the Chancellor has had to make and the uncertain environment in which she has had to make them. Rachel Reeves may have regained…
No business, society or organisation operates in a vacuum, and we have long lived with turbulent and changing landscapes. In fact, innovation often occurs when we are at our most challenged. I think the issue is being clear about what…
As 2025 gets underway, businesses still face a challenging economic and wider operating environment – but there is at least some encouraging news in our latest UK Customer Satisfaction Index (UKCSI). After four successive six-month periods of declining scores, the…