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 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…
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…
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,…
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…
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the cost of living. Joined by representatives from Capita, Lloyds Bank,…
The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our society as a stopgap, a steppingstone to other careers or roles or jobs that ‘anyone can do’. Sadly, it is…
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements of ESG with customers anyway. However, consumers are beginning to see this as a critical area of importance. This may…
It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you came away from the day feeling as inspired and motivated as I did. The conference’s theme – centred around shaping…
This week’s headlines have been filled with news of widespread supply shortages across UK businesses. I’m sure many of you have popped into a supermarket recently and been met with a scarcity of items such as tomatoes and peppers -…