This week,Ā I was asked by The Grocer to give some thought to the part that M&Sās renewed focus on the customer experience has played in its recent success.Ā A week on from M&S's return to the FTSE 100, it is interesting…
This past week we saw an all-too familiar story in the UK headlines ā a weekend of disruption, confusion, and āchaosā for holidaymakers and travellers alike due to an air traffic control issue across the country. Following a spring and…
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned about in recent blogs ā and now the evidence is all before us in the Instituteās latest UK Customer Satisfaction…
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science, Innovation and Technology, and the implications of AI being discussed…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent guest was Lindsey Fussell, Networks & Communications Group Director at Ofcom. Listen to Jo and Lindsey discuss leadership, technology and…
According to our latest UKCSI, poor customer service is costing UK businesses Ā£11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute's CEO, discusses the importance of embedding a…
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with customer problems, costing UK businesses an estimated Ā£11.4bn a month in lost productivity. As a result, companies are taking record…
Our latestĀ UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and I fear the true depth of the problem may be…
As I follow the rolling news cycle, I cannot help but feel concerned about our nationās economic and societal future. If we reflect on recent news events, we are seeing a series of very public and serious service failures. Whether…
Is there a phrase more distinctively British than the stoic wartime imperative to ākeep calm and carry onā? Having watched the commentary in relation to the record temperatures set across the UK this week, a phrase that a good friend…