Time to move the dial on growth
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…
An omni-channel approach gives customers the choice they want
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,…
Now is the time to plan ahead
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…
Me, myself and AI
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the cost of living. Joined by representatives from Capita, Lloyds Bank,…
Running to stand still? Businesses need to find a way to move forwards
Have you ever known quite such a strange business and economic climate? On the one hand, we have the continuing shadow of a recession hanging over the economy, with a cost of living crisis that is affecting many households and especially…
Invest now in the skills we need for the future
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…
Standing up for those who continue to put work first
As schools return and holiday season draws to a close for most workers, it is important that we, as service leaders, pay due attention to those who have seen us through a tumultuous summer of disruption. From ongoing supply chain…
Support customer-facing staff so they can support the business
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or more challenging. The headlines are rightly dominated by the strain…
Time for a re-think and re-set to save our Service Nation
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing a series of very public and serious service failures. Whether…
Helping the UK economy swerve a Catch-22 situation on service
Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years of campaigning and off the back of your support, for which we are very grateful. In the face of an…