Last month, the Bank of England confirmed what many of us had feared: inflation continues at record rates. The media has been quick to highlight the impact of inflation – and the resulting rate rises aimed at stemming it – on…
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So the time feels right – and necessary – to redouble…
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and hope for the future. After the ongoing crisis of a…
The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our society as a stopgap, a steppingstone to other careers or roles or jobs that ‘anyone can do’. Sadly, it is…
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…
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome surprise, as the UK eked out 0.1% growth in November. Whilst the figures have caused many commentators to predict a…
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…
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to the end of 2022, worker discontent is everywhere we look, with more strike actions underway or pending than we have…