Navigating peak demand â and events beyond our control
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 and the people delivering them are most stretched. The recent Easter holiday period was no exception, particularly for the travel…
The Express: Labour told ‘enough is enough’ as retail crime epidemic explodes in violence
Recent coverage in the Daily Express highlights the growing crisis of hostility and abuse faced by frontline workers, alongside…
Mission, accountability and the year ahead
The start of a new financial year provides us as business leaders with an opportunity to reset our organisationâs strategy…
Keeping connected, building the Service Nation
We are navigating a period of considerable geopolitical and economic uncertainty – this much we know. The conflict in Iran,…
Building service skills for the future
There has been a lot of news recently about the growing number of young people not in employment, education or…
Leading through economic uncertainty: agile service leadership fosters enduring customer loyalty
Despite an optimistic start to the year, the UK now faces yet more economic headwinds as global uncertainty continues. Whether…
A challenging and rapidly changing landscape
Earlier this week, I had the pleasure of addressing 400 business leaders at our Annual Conference. As I noted during…
The Spring Statement – a platform for focus and long-term prosperity
The Chancellorâs Spring Statement was trailed as providing very little new news and by some as being ââboringââ. From a…
Head to Head with Head to Head with Jenny Herrera, CEO (Good Business Charter)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
AI in Customer Service â incremental, not yet transformational
As consumers, I am sure we can all see and feel the rapid expansion of artificial intelligence in customer service…
Listening to customers is key as consumer behaviours change
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and…
Regulating for service: Buy Now, Pay Later lenders and Consumer Duty
Earlier this week we heard the news that the FCA plans to loosen rules for âbuy now, pay laterâ (BNPL)…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will…
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.
