Let’s see some true service leadership
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to see - one where the true value of service across…
As the economic outlook slowly brightens, let’s get out of crisis mode
Positive economic news has been hard to come by of late, so we should at least be thankful for the latest forecasts, which suggest the UK is no longer forecast to fall into a recession. With energy prices lowering and…
Combining artificial and human intelligence to power growth
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science, Innovation and Technology, and the implications of AI being discussed…
We cannot let abuse of customer-facing staff become endemic
It has been a busy week at The Institute, as we have launched the latest round of research as part of our ongoing Service with Respect campaign. Sadly, it had not painted a positive picture, with nearly half of our…
Social media as a review channel
Over the years, social media has become unavoidable in our daily lives, revolutionising how we communicate, share information, and connect. And, of course, this change doesn’t purely relate to ‘social activities’. Platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed…
As we celebrate, let’s acknowledge our hard-working service professionals
As we edge closer to the Coronation - and whether you are a republican, a royalist, or somewhere in between - it is clear the whole country is relishing the opportunity to enjoy a second bank holiday weekend in as…
AI presents an opportunity, but must be deployed responsiblyÂ
AI has been hitting the headlines again this week, as the titans of Silicon Valley seemingly battle for dominance in the rapidly developing technological field. Love it or hate it, AI is here to stay; but its use across our…
Let’s ‘lean in’ to a new financial year with confidence
Returning to work this week after a much-needed holiday, I was pleased to see reports from Deloitte and EY that business leaders across the UK are feeling more confident about our nation’s economic future than at any time since pre-pandemic. I’m sure…
An omni-channel approach gives customers the choice they want
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…
Now is the time to plan ahead
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and hope for the future. After the ongoing crisis of a…