These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis. The Chancellor’s recent Autumn Statement was frank about the challenges…
Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on what we as business leaders can learn from the contrasting…
Last week, ‘Permacrisis’ was announced as Collins Dictionary's word of the year, and it certainly does feel that it sums up 2022. Just this week, we have heard further grim…
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
This week we launched our Trust Indexâ„¢, an in-depth and independent evaluation of the true drivers and value of trust amongst British brands. Trust is high on the news agenda. And…
On 1st November, we hosted a member-exclusive webinar to launch our new Trust Index. Jo Causon, the Institute's CEO, set the scene and highlighted our latest polling data on trust,…
The current economic environment is presenting different challenges to customers and employees alike. Equipping leaders and managers with the skills and knowledge to support their teams assist customers in vulnerable…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need strong leaders to navigate through the challenges that confront them,…
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see the latest ONS Labour Market figures. They showed…