We are navigating a period of considerable geopolitical and economic uncertainty - this much we know. The conflict in Iran, rising protectionism and supply chain disruption are exerting real pressure on UK businesses and households alike. Despite an optimistic start…
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and understand what matters most to them? Hopefully the answer is ‘not long ago’ – but certainly it’s easy for busy…
As 2026 gets underway, it remains a challenging time for many consumers and businesses – so it is reassuring and positive news that customer satisfaction as tracked in our UK Customer Satisfaction Index (UKCSI) has moved decisively up to reach…
It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than ever before. Financially, emotionally, politically, it seems that the experience of different groups in society is moving further apart. Perhaps…
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the cost of living. Joined by representatives from Capita, Lloyds Bank,…
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements of ESG with customers anyway. However, consumers are beginning to see this as a critical area of importance. This may…
It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you came away from the day feeling as inspired and motivated as I did. The conference’s theme – centred around shaping…
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New Year. I hope you were able to enjoy some downtime with friends and family. If the first few days of…
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and customers across the board. The latest inflation figure is 9% and that figure is expected to rise even higher this…