Complex climate change dynamics that feed directly into reputation and trust
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave here in the UK. We are not yet into July, but this is the second heatwave of the summer already, with temperatures smashing previous June records. Meanwhile, across the Channel, the whole of Europe is sweltering under elevated heat. If…
Double-edged sword – service as a test and enabler for leadership
Periods of change at the top of any organisation generate noise and often a period of uncertainty – rarely more…
BBC Radio 4 Today in Parliament – Calls for stronger protections against customer abuse
Our CEO, Jo Causon, featured in BBC’s Today in Parliament programme examining the growing levels of abuse faced by customer-facing…
Asking the right questions about productivity gains
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound…
Seizing Britain’s summer of opportunity
This summer heralds a wave of major events, from Royal Ascot and Wimbledon to the Commonwealth Games in Glasgow, the…
The ‘lost generation’ challenge will define the next decade of the service agenda – and the UK
Former Minister Alan Milburn’s report warns that Britain is at risk of a ‘lost generation’, with more than a million…
Head to Head with James MacBeth, Managing Director (Auto Windscreens)
Our Head to Head series brings together senior leaders for candid conversations on the opportunities and challenges facing organisations today…
A summer of travel disruption will challenge the end-to-end service experience
The warm weather this week, beyond being a struggle at points, has finally signalled the beginning of summer and is…
High performance leadership in a fragmented service world
The operating environment for businesses today is characterised more than ever before by fragmentation, uncertainty, and polarisation, something I delve into…
Leadership and purpose more important than ever in a fragmented and polarised world
When we look around ourselves in today’s environment, for me, two words stand out: fragmentation and polarisation. This is true…
The King’s Speech is only a start – now policy must pass the service test
The King’s Speech on Wednesday set out the Government’s response to the volatile economic and geopolitical environment impacting businesses and…
Unless we think long-term, Britain will be stuck in Groundhog Day
There’s something almost Groundhog Day-like about the morning after an election. We wake to votes still being counted, maps being…
Human judgement remains critical in an AI world
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was…
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.
