The debate in the business world and across the media around the impact of AI on customer service continues to rumble on. However, the discourse often fails to address the conversation with the depth of thought and nuance it requires…
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment to capital investment over the cutgrrent parliament signals a desire to stimulate long-term, sustainable growth. This is what we all…
NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we have learned, 16 years after the Government stepped in to rescue what was then called the RBS Group. As the…
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of conversation with many of the businesses I am spending time with – whether from a crisis management point of view,…
In recent months, we have seen several major retailers and banks experience significant digital outages. Morrisons, Marks & Spencer, the Co-op, and Harrods have been the latest to fall victim, with M&S still reeling from a far-reaching incident which started…
Since the new US administration was formed in January, it has certainly been a rollercoaster ride. If anything, the pace of change and upheaval only seems to be increasing rather than settling down. In particular, the continually shifting and unfolding…
We are living in one of the most volatile, unpredictable and geopolitically uncertain environments for many decades. At the same time, the economy continues to be challenged, the cost of living is still high, and many consumers remain financially squeezed…
Those of you who attended our Annual Conference will have heard me talk about the four pillars of the Service Nation: customer service as a business asset, a valued profession, a catalyst for a fairer society and a driver of…
The so-called Golden Quarter and its flagship moments – Black Friday and Christmas – present a significant opportunity for businesses. Especially for the retail, hospitality and travel sectors, for whom a major chunk of annual revenue can be earned in…
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic – I’m not going to focus on Christmas just yet! Of course, it’s essential that organisations treat all their customers with…