NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we have learned, 16 years after the Government stepped in to rescue what was then called the RBS Group. As the…
This week’s news that OpenAI will remain under the governance of its non-profit board caught my attention, particularly as it may spark a broader conversation about the role of organisations and the purpose they serve in today’s world. Even amid…
Since the new US administration was formed in January, it has certainly been a rollercoaster ride. If anything, the pace of change and upheaval only seems to be increasing rather than settling down. In particular, the continually shifting and unfolding…
A significant amount of coverage on the Spring Statement this week has focused on the difficult decisions the Chancellor has had to make and the uncertain environment in which she has had to make them. Rachel Reeves may have regained…
We are living in one of the most volatile, unpredictable and geopolitically uncertain environments for many decades. At the same time, the economy continues to be challenged, the cost of living is still high, and many consumers remain financially squeezed…
Those of you who attended our Annual Conference will have heard me talk about the four pillars of the Service Nation: customer service as a business asset, a valued profession, a catalyst for a fairer society and a driver of…
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
It was a pleasure to welcome so many of you to the Institute’s 15th Annual Conference this week. Coming together to share our service stories – both the successes and learnings – served as a reminder of the “why” behind…
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and recharge, and that you return ready to make 2025 a year of growth. Each year, the festive period reminds us…