It is no secret that, since the pandemic, the UK’s leisure and hospitality industry has had to navigate some particularly challenging conditions. As we leave January behind, the lighter, longer days offer some cause for optimism about customer spend. That…
As we prepare for Christmas once again, I settled down to re-watch a real seasonal classic over the weekend – Frank Capra’s 1946 film It's a Wonderful Life. It is a film many of us will be familiar with, but…
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…
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place speak directly to customer experience and trust. What’s more, as the economy shifts toward greater personalisation, consumer trust in how…
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals, teams, and organisations that each bring genuine value to people, communities, and the economy through a commitment to service excellence…
The latest jobs data this week issued a clear signal that the UK labour market is set to cool further. And while the latest figures are in line with expectations, they serve as a stark reminder of the challenges businesses…
A glance at some of the economic headlines this week might suggest a gloomy outlook - whether because of concerns over the gap in public finances being bigger than we thought, another drop in construction activity, or internal uncertainty from…
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…
I am continually inspired by the dedication and resilience of our Service Nation, and by the businesses and individuals we at The Institute are privileged to support. For this reason, it is deeply concerning to see abuse towards service workers…
Each year, the Chancellor’s Mansion House speech is a significant moment in the political and business calendar. And given the tumultuous year we’ve had so far, the stakes feel higher on this occasion. There have been grounds for tentative economic…