As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are turning their minds towards how to create growth and stability for the coming year.
It was a pivotal moment for The Institute of Customer Service to bring together cross-sector CEOs, business leaders and cross-party parliamentarians at our Parliamentary Reception hosted in the historic halls of Westminster in November 2024. The purpose of the event was to discuss how a better customer experience actively contributes to sustainable growth, and how businesses and Westminster can work together the drive the service agenda.
Kindly sponsored by The Rt Hon. the Baroness Stowell of Beeston MBE, who set the scene with her opening remarks, the reception offered the opportunity to network and knowledge share, with a focus on placing the Service Nation firmly on the agenda for growth plans.
Central to the reception, and the discussions that were sparked, was the Institute’s Manifesto: ‘Building a Service Nation’, and the asks within it, as outlined by CEO Jo Causon at the top of the evening.
Following a fabulous introduction from Baroness Stowell – Vice-Chair of the All-Party Parliamentary Group on Customer Service and one of The Institute’s Parliamentary Champions – Jo reiterated what The Institute of Customer Service is asking the new Government to prioritise. Jo laid out our vision for the Service Nation – encouraging investment in upskilling, strengthening corporate governance policies, stronger legislation around protecting our vital frontline workers, and ensuring consistency across our regulated sectors.
Jo also shared that the APPG on Customer Service has the full complement of officers and members and will be reconstituted imminently, with meetings continuing in the new year. The APPG is a crucial and unique opportunity to continue the dialogue between business, regulators, unions, associations, and government – and encourage debate on topics like the impact of service on economic growth, AI and data, skills and professionalisation, and regulation.
Following this, we heard from Justin Madders MP, Minister for Employment Rights, Competition and Markets, on how businesses can differentiate themselves with exemplary service in order to remain competitive in an uncertain and evolving economic landscape.
Minister Madders also highlighted the importance of a strong service strategy when it comes to keeping your public-facing staff engaged, which reduces churn and ultimately lowers costs for businesses.
Minister Madders was followed by Olivia Blake MP, who is a member of The Institute’s APPG and a long-time Parliamentary Champion supporting our Service with Respect campaign, which aims to shine a light on unacceptable levels of abuse faced by public-facing staff.
Olivia discussed her passion and dedication towards improving working conditions for customer service staff – 41% of whom, according to our latest research, have faced some form of abuse in the past six months.
She highlighted that, although through campaigning we have achieved a change in law to toughen sentencing around assaults on public facing workers, there is still work to be done – echoing the call made by Jo earlier in the evening to further strengthen legislation and reporting in this area.
Following this, there was an evening of lively debate and conversation on what makes great customer service, what business leaders should be doing to improve, and what the near and long-term future looks like for the service economy.
We look forward to continuing our push to keep the Service Agenda front and centre in economic plans for growth – for both Government and business – as we move into a new year.
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