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Tech and customer service – the code to getting it right
April 26, 2024Last weekendâs Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the...
Service in the headlines for the right reasons
April 19, 2024We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for...
Protecting our service professionals – a cross-sector view
April 12, 2024The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britainâs shopworkers, represents a significant and...
New beginnings: embracing the promise of Spring
April 4, 2024With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful...
Customer service: the boardroom imperative for today and tomorrow
March 22, 2024Reflecting further on our Annual Conference last week, itâs clear that enabling and empowering our people â whether through better...
Building the Service Nation, together
March 15, 2024It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, Iâm humbled...
A reflection on diversity in leadership on International Womenâs Day
March 8, 2024Today is International Womenâs Day, a global occasion to celebrate the achievements and contributions of women in all walks of...
Lessons in navigating the recovery â knowledge sharing is power
March 4, 2024After a decade of unprecedented challenges and disruptions, the Prime Ministerâs announcement of the âgreen shoots of recoveryâ last week...
Reporting is crucial to protect all service workers from abuse
February 23, 2024If you are reading these columns regularly, then you will already know how vocal I have been about the need...
Stormy conditions ahead?
February 16, 2024Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it...
How personalised experiences can shape the future
February 9, 2024The closure of Fenwickâs flagship London store last weekend struck a chord with me â particularly the stories in this...
People and good data remain key to personalised service
February 2, 2024The media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both...
Blog, tips, research and updatesâŠ
Tech and customer service – the code to getting it right
Last weekendâs Financial Times Magazine was a fascinating conversation and deep dive into the state…
Head to Head with Phillippa Cardno (Newbury Building Society)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ânormalâ? Most of us would probably agree that…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
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