There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black Friday deals ahead of the festive season – or just…
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers. But this year, as the sales launch once more, it’s impossible to ignore that customer service is under more pressure…
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the unacceptable levels of abuse that service staff across all sectors were experiencing. The catalyst for this was a dramatic rise…
Some of you may be surprised to hear that we’re already more than three months on from the start of Consumer Duty, the new regulation which gave the Financial Conduct Authority (FCA) regulatory powers to set higher and clearer standards…
World leaders descended on Bletchley Park this week to try and crack the enigma of AI that delivers prosperity without imperilling humanity. Billed as the first ever global summit on Artificial Intelligence, the AI Safety Summit addressed the risks and…
As we move through the final few months of the year – known in retail-focused sectors as the Golden Quarter – there is an opportunity for consumers to spend more time in their local communities and high streets looking for…
It’s that time of the year again; the dusk is creeping in earlier, the leaves are changing palette, and we are feeling the first cold pinch of winter. Changing seasons aside, it is also when we as business leaders consider…
I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website traffic and social engagement to date) as business leaders and teams across the UK celebrated their service heroes and tested…
As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses celebrated their teams, teams celebrated their service heroes, and one message rang loud and clear throughout it all: the value…
We are, as we all know, living in challenging times with what feels like a significant rise in anti-social behaviour being reported across the UK, which is manifesting itself in different ways and impacting on business, individuals and wider society…