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 tool allows you to give different weighting to different aspects of their organisations’ performance to create a new ranking based on what you think is most important. It is well implemented and makes for an engaging exercise – the team…
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…
The PM is putting the customer experience in the spotlight, creating an opportunity for service leaders
The recent announcement by Andy Burnham last week in a Guardian editorial caught my attention. In it, Burnham vows to…
Reviving the high street relies on more than physical renewal
A case was made in the Financial Times recently for a plan to save our high street, built on the…
Head to Head with Colin Fyfe, CEO (Unity Trust Bank)
Our Head to Head series offers exclusive conversations with senior leaders on the issues that matter most to today’s organisations…
From skills to service: why local empowerment matters
Less than two weeks into a new era of British politics, former Prime Minister Harold Wilson’s words remain enduring: a…
Vigilance and commitment needed to prevent a backslide in customer satisfaction
The latest UK Customer Satisfaction Index (UKCSI) brings good news on the face of it: the July score of 78.3…
Success is judged by standards, not just results
As someone who is not a dedicated follower of the Beautiful Game, I need to be careful about dispensing any particular…
UKCSI Non-Member Webinar July 2026
We recently hosted our July 2026 UK Customer Satisfaction Index launch for non-members. During the session, our CEO, Jo Causon,…
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.
