Mariella Frostrup, Times Radio
October 3, 2022Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with...
Resetting our service nation
September 23, 2022I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both...
Reflecting on the service and leadership example set by Queen Elizabeth II
September 20, 2022The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem...
Time to pull our service nation together
September 16, 2022It has been a strange and sombre week. As I witness the immense crowds gathered in London to pay their...
Queen Elizabeth II – A life of service
September 9, 2022Today we pay our respects to Her Majesty Queen Elizabeth II. Our deepest sympathies are with the Royal Family at...
Standing up for those who continue to put work first
September 6, 2022As schools return and holiday season draws to a close for most workers, it is important that we, as service...
Connecting real empathy with technological efficiency
August 26, 2022This week, we launched our latest insight report – “A Connected World? Ensuring the right blend of people and technology...
Don’t delude yourself that technology will solve all service problems
August 25, 2022Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome...
BBC News: UK Hospitality “urged all customers to treat staff with respect
August 23, 2022Hospitality staff say frustrated customers have left them demoralised and upset with some at “breaking point”. Our CEO, Jo Causon,...
Inspiring the next generation on results day
August 19, 2022Congratulations to all those who received their A-level results yesterday, and to all those who supported our nation’s next generation...
Webinar: Head to Head with Aileen Evans (Grand Union Housing Group)
August 18, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
In the face of a storm, let’s not abandon our strongest defences
August 12, 2022Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for...
Events
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.