In todayās 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. Whatās more, as the economy shifts toward greater personalisation, consumer trust in how…
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And just as buying a house and getting a mortgage can be a complex process, so too buying a car brings…
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment ā but developments in recent weeks have highlighted just how likely and real the threat is. Both M&S and Co-Op have become…
Returning to work this week after a much-needed holiday, I was pleased to seeĀ reports from Deloitte and EYĀ that business leaders across the UK are feeling more confident about our nationās economic future than at any time since pre-pandemic. Iām sure…
This weekās headlines have been filled with news of widespread supply shortages across UK businesses. Iām sure many of you have popped into a supermarket recently and been met with a scarcity of items such as tomatoes and peppers -…
Is there a phrase more distinctively British than the stoic wartime imperative to ākeep calm and carry onā? Having watched the commentary in relation to the record temperatures set across the UK this week, a phrase that a good friend…
It's been a tough week for Heathrow's John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a monthly passenger cap and urge partner airlines to stop selling tickets. With hindsight, many have criticised his earlier decisions to…
Customer service complaints have hit their highest level on record and are costing British businesses more than Ā£9bn a month in lost staff time, research has found. As firms struggle to cope with global supply issues and a staffing crisis,…
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get off to an easier start; but as 2020 draws to…