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…
There has already been much commentary on this weekās Budget, which was a defining milestone for the new government in setting its vision for economic resilience and long-term growth. For businesses, it was a reason to brace for impact. For…
WithĀ the first of many General Election leadership election debatesĀ airing on Tuesday, Iām sure there will be a great deal to think about ahead of ballot day, when we exercise our choice as voters. Influencing this voter choice will be paramount…
With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns will soon be getting into full swing. Political parties are publishing and promoting their manifestos, as well as formulating their…
Those who follow our weekly updates and recent media appearances know that I have been vocal about the current cycle of short-termism seen across business, the public sector and Government that is holding back growth in the UK. While the…
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into whatās really driving the customer service agenda and think about how we can…
Reflecting further on our Annual Conference last week, itās clear that enabling and empowering our people ā whether through better training, access to data and knowledge, understanding customer behaviour better, or the use of outputs from the effective use of…
It was a real pleasure to see so many of you at ourĀ Annual ConferenceĀ this past week. Each year, Iām humbled by the collective commitment to service excellence. This year was no different, as the many stories and successes shared throughout…
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a time to reflect and set ambitions and aspirations for the year ahead. Unlike the many New Yearās resolutions that will…
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to see - one where the true value of service across…
