A Dickensian twist
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…
Planning, prudence and purpose will be key in 2025
As we approach the end of 2024 and a new year looms, it’s a good time to stand back, reflect and reset for the future. It has been another challenging year for businesses in a low-growth economy with high levels…
Trading through tough times – the customer experience is key
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…
Leading through uncertainty – how business leaders can navigate tough times
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…
Building business confidence through service
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 critical end-of-year period – maximising the Golden Quarter
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…
Putting ourselves in unfamiliar situations brings new learnings and refreshes our perspectives
I am often invited to speak at conferences and events around the UK – but last week, I spoke at a conference with a difference. It was a large event for the travel industry and took place in Turkey. I…
A Season for sensitivity?
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…
Building a future of AI in service requires long-term thinking
Talk of the UK economy came to an initial halt this week as the world watched for confirmation of the next US president – although not for long. And by Thursday, the Bank of England provided an opportunity to refocus…
Reflecting on the Budget and road ahead for the Service Nation
There has already been much commentary on this week’s Budget, which was a defining milestone for the new government in setting its vision for economic resilience and long-term growth. For businesses, it was a reason to brace for impact. For…