The rising cost of a poor people strategy
We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment issues are perhaps the biggest concern.
Technology is driving exciting customer opportunities – but trust is still the key
We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they are being in delivering more personalised experiences.
We need to rewrite the psychological contract between employers and employees
Finding and retaining the right people has become an urgent priority for most of us running businesses if they are to be fit and prepared for the new uncertain world in which we are operating.
British Airways invest in staff training
Multi-million pound investment will see staff reaching out to customers on the terminal floor
Purpose and personalisation – two keywords for 2018
As the New Year gets under way, for many people it's a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
Employee engagement: how it affects the customer experience
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?
Mind the gap
Employers are struggling to fill vacancies because they can't find people with sufficient 'customer handling skills'. But there is a solution
Engaging staff and customers
National Customer Service Week is your chance to highlight why customer service is important to you
Bridging the customer service skills gap for prosperity
The Autumn Statement underlined the importance of tackling youth unemployment in order to enhance UK competitiveness
Are you being engaged? (2014)
Employee engagement and its influence on customer satisfaction and buying behaviour