A summer of travel disruption will challenge the end-to-end service experience
The warm weather this week, beyond being a struggle at points, has finally signalled the beginning of summer and is a clear reflection on the impact of climate change! The holiday season feels to be of even greater importance this year given the heightened stresses and strains many are feeling, and yet as people begin looking ahead to their mid-year…
High performance leadership in a fragmented service world
The operating environment for businesses today is characterised more than ever before by fragmentation, uncertainty, and polarisation,Ā something I delve into…
Leadership and purpose more important than ever in a fragmented and polarised world
When we look around ourselves in todayās environment, for me, two words stand out: fragmentation and polarisation. This is true…
The King’s Speech is only a start ā now policy must pass the service test
The Kingās Speech on Wednesday set out the Governmentās response to the volatile economic and geopolitical environment impacting businesses and…
Unless we think long-term, Britain will be stuck in Groundhog Day
Thereās something almost Groundhog Day-like about the morning after an election. We wake to votes still being counted, maps being…
Human judgement remains critical in an AI world
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was…
Head to Head with Liz Walker, Chief Operating Officer (Unum)
Our Head to Head series brings a sharp business lens to leadership conversations, with our CEO Jo Causon examining the…
Focus on service to stay on course in uncertain times
When asked what made the job of prime minister difficult, Harold Macmillan is reported to have once replied, āEvents, dear…
Winning the productivity battle, one day at a time
Productivity has been a national question for a long time now as the country searches for meaningful economic growth. But…
Frontline workers deserve better protection from abuse, hostility and crime
Regular readers – many of whom are supporters of our Service with Respect campaign – will know that we have…
Head to Head with Maureen Beresford, Director (Financial Reporting Council)
In our Head to Head series, our CEO Jo Causon sits down with business leaders to explore the challenges their…
Navigating peak demand ā 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…
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…
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.
