I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both business and society reset themselves after a period of national mourning, there is a sense of growing pressure to pick…
It has been a strange and sombre week. As I witness the immense crowds gathered in London to pay their respects to Queen Elizabeth II - and indeed the strength of feeling evident across all corners of the nation during…
Today we pay our respects to Her Majesty Queen Elizabeth II. Our deepest sympathies are with the Royal Family at this sad time as we reflect upon a life lived in service of others. The sense of loss is both…
As schools return and holiday season draws to a close for most workers, it is important that we, as service leaders, pay due attention to those who have seen us through a tumultuous summer of disruption. From ongoing supply chain…
This week, we launched our latest insight report - "A Connected World? Ensuring the right blend of people and technology for customer service". In it we highlight both the potential of technology, but also the rising levels of frustration from…
Congratulations to all those who received their A-level results yesterday, and to all those who supported our nation’s next generation through so much disruption of schooling and society in the last 2 years. In an environment where there is little…
Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people - feeling uneasy. In times of economic downturn, it is…
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or more challenging. The headlines are rightly dominated by the strain…
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing a series of very public and serious service failures. Whether…
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched the commentary in relation to the record temperatures set across the UK this week, a phrase that a good friend…