Anna Cook
Anna is a passionate customer champion and people leader, focused on transforming customer experiences using data, technology and brilliant people, driving value for Sky. Responsible for a large, complex customer…
Trust is the cornerstone of resilience and long-term success
NatWest’s recent return to private ownership provides a moment of closure, and a chance to reflect on the lessons we have learned, 16 years after the Government stepped in to…
Learning from service failures for future success
The ongoing challenge with a number of very public cyberattacks is clearly not going away and is a topic of conversation with many of the businesses I am spending time…
How Synertec built a recognised training programme through TrainingMark accreditation
When Karen Couzens, Learning and Development Trainer at Synertec, was tasked with designing a customer service training programme, she was starting from scratch. The company had no specific customer service training…
The EU-UK Deal – an opportunity for Britain’s service leadership to shine on the global stage
The news this week that the UK government has agreed a framework for a deeper economic relationship with the EU will likely be a positive step forward for British business…
Investing in talent – for now and the future
Despite summer arriving in earnest, the business and economic outlook paints a mixed forecast. New figures reveal significant challenges in the UK jobs market, with a sharp slowdown in hiring…
Empowering frontline teams in a changing world: how our Academy training made an impact
In today’s increasingly complex financial service environment, organisations are facing new and evolving challenges. The rising cost of living has significantly shifted the way customers interact, leading to more emotionally…
Fostering an age-diverse workforce to address the UK’s employee engagement challenges
As many of you will know by now, I am a firm believer that service is essential in futureproofing against uncertainty and the key to unlocking the UK’s route to…
Trading through tariffs – the resilience of our service economy
Over the past week and a half, the conversation around tariffs has dominated headlines, amplifying the sense of uncertainty that many businesses are grappling with – and for UK organisations…