As someone who is not a dedicated follower of the Beautiful Game, IĀ need to be careful about dispensing any particular wisdom on this summerās World Cup. However, Spainās win over Argentina last Sunday should have been a fitting end to…
The Kingās Speech on Wednesday set out the Governmentās response to the volatile economic and geopolitical environment impacting businesses and consumers, defined by the cost of living, slow growth, and concerns about security and economic resilience. The speech signalled some…
Thereās something almost Groundhog Day-like about the morning after an election. We wake to votes still being counted, maps being coloured in, and a familiar chorus of: "What does this mean for Westminster, the Prime Minister, and the next political…
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was an emphatic no, but it made me reflect on why others may hold this view and whether we are clear…
In some organisations, it can often feel as though there is a disconnect between those on the frontline and those steering the ship. One explanation for this might be the complex operating environment businesses find themselves in, having to navigate…
The business environment remains volatile, unpredictable and hard to read. Globally, there is a challenging geopolitical landscape while at home, the UK economy is giving off mixed signals about future prospects and growth. In this context, it sometimes feels like…
As we move through the height of summer, itās not just the staggering heat thatās 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…
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And just as buying a house and getting a mortgage can be a complex process, so too buying a car brings…
It was a pleasure to welcome so many of you to the Instituteās 15th Annual Conference this week. Coming together to share our service stories ā both the successes and learnings ā served as a reminder of the āwhyā behind…
Regular readers of these weekly missives will know that I often reflect on the challenging times we are now living in. Just last week, I touched on the impact of this for UK businesses. In reality, though, itās true…