Recording of Customer Experience Trends 2026 Webinar
Our CEO, Jo Causon was joined by Alison Jaap, Transformation Director at Connells Group, Lucinda Scott, Customer Service Director at first direct and Martyn Oakley Group CIO at Direct Wines. They discussed and shared their perspectives on the customer experience trends for 2026 and beyond, helping you navigate the challenges and seize the opportunities that await. You can find the…
Upskilling the nation to drive economic growth
When we talk about skills, we often focus on how best to support younger generations as they enter the workforce,…
FT: Human touch remains key to AI customer service strategies
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended…
Head to Head with Liz Chapman, Chief Operations Officer Europe (Equifax)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Budget will have an impact. It’s how we respond that matters
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses…
Forbes: The Key To Holiday Season Success? Reject Consumerism, Embrace Emotion
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and…
Clear and effective communication is more important than ever in febrile times
It’s often said that good communication is a key component of corporate strategy – and this has never been truer…
No time for a COP out – the importance of staying the course on sustainability
This week at COP, businesses and world leaders have been lobbying for their preferred outcomes. Expectations for the current…
BBC Radio 5 Wake up to Money: Jo Causon discusses AI, consumer confidence and changing behaviours
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Cyber-security and the customer experience: an unavoidable challenge
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place…
We must do more to protect our frontline service staff
In the past week, we have received a stark reminder of the extreme risks people serving the public face every…
Leading through service – the changing role of the CEO
What it is to be a CEO today is markedly different to what it once was. The plethora of challenges…
How changes in the product and service offering can damage consumer trust
News that McVitie’s has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
