Less than two weeks into a new era of British politics, former Prime Minister Harold Wilson’s words remain enduring: a week is a long time in politics. Recent polling has revealed Labour ahead of Reform for the first time in…
In every sector, and for several years now, rising customer expectations have been placing increasing pressure on all organisations to deliver a seamless experience. This is felt most sharply at peak times, when consumer demand is up, and when services…
There has been a lot of news recently about the growing number of young people not in employment, education or training, or ‘NEETs’. Recent figures suggest that there are almost 1m NEETs aged 16-24 in the UK, across all levels…
When we talk about skills, we often focus on how best to support younger generations as they enter the workforce, or the value of academic achievement versus vocational skills. These are unquestionably core aspects of ensuring we have the right…
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses have an opportunity to reflect and refocus. The measures set out this week, some more welcome than others, will impact…
Watch our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. This short webinar was presented by Rob, one The Institute’s Learning and Development Consultants, who explored the following themes: The latest research from…
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The Institute. The session was led by Samhita Ganguly, our Head of Academy and provided an overview of the Academy’s training…
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British, focusing on what brings us together rather than what divides us. At a time when political polarisation dominates headlines, this…
This week’s latest inflation figures from the Office for National Statistics have issued a timely reminder of the difficult road ahead for our UK organisations and the economy overall. Inflation rose to 3.8% in July, up from 3.6% the month before and…
Traditionally, many of us jet off on holiday at this time of year, to make the most of the school break, enjoy the warmer weather abroad, or simply recharge. Recently though, patterns have started to shift. A survey in July…