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…
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…
Head to Head with Vanessa Pillay, Director of Customer Service (BT Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Vanessa Pillay, Director of Customer Service at BT Group. Listen to Jo and Vanessa discuss…
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…
Head to Head with Elaine Kerr, CEO (DPD UK)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Elaine Kerr, Chief Executive Officer at DPD UK. Listen to Jo and Elaine discuss…
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…
Head to Head with Anne Clarke (Waitrose & Partners)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Anne Clarke, Senior Customer Propositions Lead at Waitrose & Partners. Listen to Jo and…