Mission, accountability and the year ahead
The start of a new financial year provides us as business leaders with an opportunity to reset our organisation’s strategy and refocus on the direction we want to be heading. More so than most, this April marks a pivotal moment for the UK services economy, as the conflict in Iran risks derailing what had begun to look like more than…
Keeping connected, building the Service Nation
We are navigating a period of considerable geopolitical and economic uncertainty – this much we know. The conflict in Iran,…
Building service skills for the future
There has been a lot of news recently about the growing number of young people not in employment, education or…
Leading through economic uncertainty: agile service leadership fosters enduring customer loyalty
Despite an optimistic start to the year, the UK now faces yet more economic headwinds as global uncertainty continues. Whether…
A challenging and rapidly changing landscape
Earlier this week, I had the pleasure of addressing 400 business leaders at our Annual Conference. As I noted during…
The Spring Statement – a platform for focus and long-term prosperity
The Chancellor’s Spring Statement was trailed as providing very little new news and by some as being ‘’boring’’. From a…
Head to Head with Head to Head with Jenny Herrera, CEO (Good Business Charter)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
AI in Customer Service – incremental, not yet transformational
As consumers, I am sure we can all see and feel the rapid expansion of artificial intelligence in customer service…
Listening to customers is key as consumer behaviours change
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and…
Regulating for service: Buy Now, Pay Later lenders and Consumer Duty
Earlier this week we heard the news that the FCA plans to loosen rules for ‘buy now, pay later’ (BNPL)…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will…
Quality of service comes before price
It is no secret that, since the pandemic, the UK’s leisure and hospitality industry has had to navigate some particularly…
To support the growth agenda, MPs should focus on service
At the beginning of this week, Business Secretary Peter Kyle offered a novel suggestion – that MPs’ pay should be…
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.
