FT: Human touch remains key to AI customer service strategies
Our CEO, Jo Causon, was quoted in an article by the Financial Times discussing the need for a blended approach between human and tech as the way forward for AI-powered customer service. Read the full article below – no subscription required:
Head to Head with Liz Chapman, Chief Operations Officer Europe (Equifax)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Budget will have an impact. It’s how we respond that matters
For weeks, the chatter around Wednesday’s budget has been hard to avoid. Now that the Chancellor’s speech has passed, businesses…
Forbes: The Key To Holiday Season Success? Reject Consumerism, Embrace Emotion
As part of her regular column with Forbes, our CEO, Jo Causon, highlights that despite mixed consumer confidence, retailers and…
Clear and effective communication is more important than ever in febrile times
It’s often said that good communication is a key component of corporate strategy – and this has never been truer…
No time for a COP out – the importance of staying the course on sustainability
This week at COP, businesses and world leaders have been lobbying for their preferred outcomes. Expectations for the current…
BBC Radio 5 Wake up to Money: Jo Causon discusses AI, consumer confidence and changing behaviours
As part of her regular slot as business guest on BBC Radio 5 Live’s Wake up to Money, our…
Cyber-security and the customer experience: an unavoidable challenge
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place…
We must do more to protect our frontline service staff
In the past week, we have received a stark reminder of the extreme risks people serving the public face every…
Leading through service – the changing role of the CEO
What it is to be a CEO today is markedly different to what it once was. The plethora of challenges…
How changes in the product and service offering can damage consumer trust
News that McVitie’s has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them…
Capitalising on the busy months ahead
As the days shorten and retail’s Golden Quarter gets into full swing, we’re reminded that this is a critical trading…
Recording of our Quick Wins for Complaint Handling – Webinar
Watch our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. This short webinar…
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.
