As part of National Customer Service Week, our live panel discussion, 'AI vs the Human Touch - Finding the Balance' explored how organisations can harness AI to enhance service delivery while keeping empathy, judgement and emotional intelligence at the heart…
AI is fast evolving into an existential question for boardrooms. Improving staff productivity and making better use of company resources are undoubtedly critical to future-proofing a business model. And to be clear, I sympathise with business leaders. They now face…
Our Head to Head series brings together senior leaders for thought-provoking conversations about the issues shaping organisations today. In this episode, Jo Causon, CEO of the Institute of Customer Service, is joined by Richard Nicholls, Managing Director of Brook Green…
Some of you may have seen that The Guardian recently reported on the growing number of pubs, bars, and theatres banning customers from using Meta spyglasses. While I understand there may be certain features and functionalities that make this type of tech useful…
Our Head to Head series offers exclusive conversations with senior leaders on the issues that matter most to today's organisations. In this episode, Jo Causon, CEO of the Institute of Customer Service, talks with Colin Fyfe, CEO of Unity Trust…
Against a backdrop of strained costs, low growth, disruptive technology and political dissonance, having clarity on what to expect and where to focus over the coming months will become increasingly important. As busy people, the ability to see the signals…
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound – or if the optimism is more hope than evidence. Amid the current hype, it can be tempting to read…
Our Head to Head series brings together senior leaders for candid conversations on the opportunities and challenges facing organisations today. In this latest edition our CEO, Jo Causon interviews James MacBeth, Managing Director at Auto Windscreens, exploring leadership, governance and…
When we look around ourselves in today’s environment, for me, two words stand out: fragmentation and polarisation. This is true on many levels: in geopolitics, local/national politics, socially and in business. We see fragmentation because old binary alliances and certainties…
The King’s Speech on Wednesday set out the Government’s response to the volatile economic and geopolitical environment impacting businesses and consumers, defined by the cost of living, slow growth, and concerns about security and economic resilience. The speech signalled some…