Launching the gateway to strategic service leadership: the Portis Mini-MBA
As much as 80% of UK GDP comes from service-related activities and the UK is the second-largest service exporter in the world. And yet our research continues to show that service gets too little attention in the boardroom. Too often, it’s regarded as just an operational or front-end activity, something that is the province of a department or function rather…
Instead of trying to predict the future of service, prepare for it
Recent economic data has offered a mixed picture to leaders in business and politics. As Wednesday saw UK inflation reach…
Let’s not forget the “Artificial” in Artificial Intelligence
Throughout this year’s National Customer Service Week, it was fantastic to see so many organisations and individuals champion great service,…
Leadership for challenging times starts on the frontline
As part and parcel of being CEO of a membership organisation, I am often invited to speak at events and…
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’…
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…
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…
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.
