With the first of many General Election leadership election debates airing on Tuesday, I’m 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 what’s really driving the customer service agenda and think about how we can…
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – 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 our Annual Conference this past week. Each year, I’m 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 Year’s 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…
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…