Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck in neutral, cost pressures are being felt by businesses and…
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…
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against a challenging economic climate, the need for strong political leadership…
I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both business and society reset themselves after a period of national mourning, there is a sense of growing pressure to pick…
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem of service and leadership, carried out with an unfailing sense of duty and an unmistakable humility and grace.  I have…
It has been a strange and sombre week. As I witness the immense crowds gathered in London to pay their respects to Queen Elizabeth II - and indeed the strength of feeling evident across all corners of the nation during…
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or more challenging. The headlines are rightly dominated by the strain…
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing a series of very public and serious service failures. Whether…