Recording – Panel Discussion: AI vs the Human Touch
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 of the customer experience. Chaired by our CEO, Jo Causon, the discussion brought together our expert panellists to consider the…
From online to the high street – why service provides the edge
It’s no secret that retail has had a difficult few years, particularly on the high street. I was therefore interested…
Recording of our NCSW Award Entries – Top Tips Webinar
Ahead of National Customer Service Week 2026, we hosted an engaging session on strategies for creating standout awards entries. This…
Can we solve the recruitment disconnect?
I was recently invited to speak at an insurance industry conference in Birmingham to discuss the importance of driving the…
Scams necessitate working with customers to sustain trust
This week, The Institute published research showing one in three UK consumers (31%) have abandoned an online purchase because they…
Recording of Customer Conversations – taster session
This practical webinar explored two tools to help customer service professionals create better conversations and build stronger customer relationships: The…
The urgent AI question boards need to answer
AI is fast evolving into an existential question for boardrooms. Improving staff productivity and making better use of company resources…
What really makes a good CEO?
I must admit I was intrigued to come across the Financial Times’ new CEO Performance Ranking this week. The FT’s interactive…
Head to Head with Richard Nicholls, Managing Director (Brook Green Supply)
Our Head to Head series brings together senior leaders for thought-provoking conversations about the issues shaping organisations today. In this…
When we ask our customers a question, we owe them an answer
I wanted to reflect on something slightly different this week: journalist Simon English’s commentary on polling, which argues that organisations…
Strong judgement will be key to capitalising on the recent rise in confidence
Two sets of figures caught my eye last week. Recent data from GfK show consumer confidence has risen to its strongest level…
When you’re under pressure, where do you turn?
Although we have all got used to volatility and unpredictability over the last few years, it feels like this year…
Smart glasses and the new rules of customer experience
Some of you may have seen that The Guardian recently reported on the growing number of pubs, bars, and theatres banning customers from…
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.
