Let’s not sleepwalk into a business leadership crisis
In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK organisations and what impact does this have on service strategies?
Linking corporate governance to customer service is more important than ever
25 years after the UK's Corporate Governance Code was introduced there is no doubt it has had a positive effect. But there is more that can be done. Here, Jo Causon, outlines what that may be to build customer trust and improve customer satisfaction.
Why artificial intelligence & robotics should be embraced and not feared
What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
Can you regulate for customer service?
A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
What Leicester City can teach us about delivering awesome customer experiences
Can customer service leaders learn from Leicester City's triumph?
Employee engagement: how it affects the customer experience
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?
Consumer trust and big data
What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it safe?
Mind the gap
Employers are struggling to fill vacancies because they can't find people with sufficient 'customer handling skills'. But there is a solution
A qualified success
In a world where the war on talent is growing employers cannot find the right people with the right qualifications, skills and competences. What can be done?
RoboCustomer: Is Artificial Intelligence the Future of Customer Service?
The presence of robots and Artificial Intelligence in the workplace is no longer the preserve of fiction.