To mark the start of National Customer Service Week and in line with Monday's topic, we held an interactive webinar where we discussed the future role of AI in enhancing customer experiences. David Dagger, Director of Communications and Corporate Affairs…
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…
Parliament is well and truly back in session, and the health of the economy is a key area of concern as we prepare to enter an election year – particularly given the news this week of a larger than expected…
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…
This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and ‘chaos’ for holidaymakers and travellers alike due to an air traffic control issue across the country. Following a spring and…
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 Pat McDonagh, CEO of Clarity Business Travel. Listen to Jo and Pat discuss the…
Over the last two weeks, students across the country have been receiving their exam results, with some even brave enough to do so live on TV. It’s an annual tradition that seems to capture the national fascination - many of…
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 Andy Morris CEO of Cirencester Friendly Society. Listen to Jo and Andy discuss the…
We are just three weeks into the start of Consumer Duty, the Financial Conduct Authority’s (FCA) new powers to set higher and clearer standards of consumer protection. But if firms thought they’d get a summer grace period with the new…
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 Liz Fairburn, Customer Experience Director at the Department for Work and Pensions. Listen to…