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 Phillippa Cardno, Chief Executive at Newbury Building Society. Listen to Jo and Phillippa's discussion…
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for the leader of this weekend's FT Magazine, the collapse in service standards has cost UK plc billions and has eroded…
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and very welcome step in the right direction. Classifying assaults on shopworkers as a distinct criminal offence is a sign of…
With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful and refreshing break. With the bank holiday falling so close to the end of the fiscal year, it has no doubt…
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 Dr Charles, Medical Professional. Listen to Jo and Matthew discuss flexible working, finding the…
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better training, access to data and knowledge, understanding customer behaviour better, or the use of outputs from the effective use of…
It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled by the collective commitment to service excellence. This year was no different, as the many stories and successes shared throughout…
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of life. As I reflect on this day, I ask myself: are we doing enough to ensure our boardrooms and senior…
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” last week should be a cause for optimism for businesses across the UK. But with the ongoing pressures of rising costs, supply…
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 Dr Charles, Medical Professional. Listen to Jo and Dr Charles discuss leadership, customer service…