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…
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…
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…
As we enter the closing months of the year, we hopefully are doing so on a stronger footing, owing to a number of welcome signs of growth. This week, it was good news from the IMF, which upgraded its projection for…
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality of their service experience with organisations, without burdening businesses in excessive red tape that inadvertently stifles innovation. Indeed, this was…
Following our call for optimism this time last week, it was good to hear the more positive ‘mood music’ following the Government’s investment summit held on Monday. There was good reason to cheer the announcement of £63bn in investment, which…
As National Customer Service Week draws to a close, I hope you have all found some time to reflect with your teams on their outstanding efforts, celebrate their successes, and recognise the value that service brings to society. And hopefully,…
Prime Minister Sir Keir Starmer’s project of national renewal, coined at this week’s Labour Party Conference, made me reflect further on what this means for us as consumers, businesses and our wider society. Not least, because this programme is driven by a…
The service agenda is key to driving economic growth and commercial prosperity – and yet, two challenging things are happening simultaneously that we urgently need to address. On the one hand, it is a sad truth that instances of abusive…
It is good to be back after some time away over the summer. There is something energising about a late summer break and having the opportunity to reflect on the year as we approach the final quarter of the calendar…