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…
Former Minister Alan Milburn’s report warns that Britain is at risk of a ‘lost generation’, with more than a million young people not in work, education, or training (NEETs). That number is expected to rise over the next five years…
The start of a new financial year provides us as business leaders with an opportunity to reset our organisation’s strategy and refocus on the direction we want to be heading. More so than most, this April marks a pivotal moment…
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…
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both sides of the Atlantic this week, however, has been artificial…
Last week, ‘Permacrisis’ was announced as Collins Dictionary's word of the year, and it certainly does feel that it sums up 2022. Just this week, we have heard further grim assessments that the nation could be set to enter the…
It’s hard to believe quite how much has changed in the mere week since I shared my last note with you all. We have a new Prime Minister, our third in just seven weeks, and the sense of anxiety about…