From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both sides of the Atlantic this week, however, has been artificial…
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index (UKCSI) this week. Hearing about the work that goes on across our member base to drive forward the service agenda…
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and recharge, and that you return ready to make 2025 a year of growth. Each year, the festive period reminds us…
As we approach the new year, following the rush of the holiday season, it’s an ideal moment to reflect on the challenges and opportunities ahead. In 2024, a new government took office with an ambitious agenda for change. However, the…
As we approach the end of 2024, it’s time to reflect on what has been another eventful year for many organisations. And given this is my last note to you before Christmas; in keeping with tradition, I’d like to take…
As 2024 draws to a close, I do hope we can all find a moment to reflect on not just the business challenges, but also the successes, innovations and ways of driving up productivity and effectiveness. Working across such a…
Revised figures published by the Office for National Statistics this week revealed that the UK’s productivity crisis is worse than expected. This data presents yet another economic warning sign that’s difficult to ignore. When combined with persistent low growth, Budget-induced cost hikes…
Warnings this week that some organisations intend to cut plans for growth, especially around headcount and hiring, are both concerning and hard to ignore. The Government has come under increasing pressure from businesses post-budget, but is so far standing firm. For…
The so-called Golden Quarter and its flagship moments – Black Friday and Christmas – present a significant opportunity for businesses. Especially for the retail, hospitality and travel sectors, for whom a major chunk of annual revenue can be earned in…
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic – I’m not going to focus on Christmas just yet! Of course, it’s essential that organisations treat all their customers with…