The rise of vulnerability and exclusion: supporting customers through challenging times
June 23, 2022Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are...
Organisations need to reset to avoid customer service downward spin
June 20, 2022It has been a really testing couple of years for individuals, families and businesses – and the service industry has...
The summer of discontent
June 17, 2022With passengers being advised not to travel on trains unless necessary next week and UK airlines told to cancel flights...
Webinar: Head to Head with Basil Scarsella (UK Power Networks)
June 15, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Continually upskilling our workforce is essential for our future as a service nation
June 10, 2022Recent headlines bring into sharp focus that we are living through one of the most volatile periods in history. In addition...
From street parties to farm shops – why localism should form part of your service strategy
June 1, 2022This week’s Jubilee celebrations come at a strange time for the country – in the wake of supply chain issues,...
Changing customer behaviours in an uncertain world
May 27, 2022Our latest deep-dive research report on Customer Behaviour launched last week made for fascinating reading. The research shows a complex...
Webinar: Head to Head with Sarah Beale (The Association of Accounting Technicians)
May 27, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
A watershed in customer attitudes with far-reaching implications for business
May 24, 2022So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now...
Webinar: Head to Head with Vicki Heslop (Covéa Insurance)
May 23, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. One of...
Polarisation: how are we going to manage the fact that we can’t have everything for nothing?
May 20, 2022With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and...
Webinar: Head to Head with Mike Gauterin (BT)
May 19, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
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.