No business, society or organisation operates in a vacuum, and we have long lived with turbulent and changing landscapes. In fact, innovation often occurs when we are at our most challenged. I think the issue is being clear about what…
As 2025 gets underway, businesses still face a challenging economic and wider operating environment – but there is at least some encouraging news in our latest UK Customer Satisfaction Index (UKCSI). After four successive six-month periods of declining scores, the…
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index (UKCSI) this week. Hearing about the work that goes on across our member base to drive forward the service agenda…
As we approach the new year, following the rush of the holiday season, it’s an ideal moment to reflect on the challenges and opportunities ahead. In 2024, a new government took office with an ambitious agenda for change. However, the…
As we approach the end of 2024, it’s time to reflect on what has been another eventful year for many organisations. And given this is my last note to you before Christmas; in keeping with tradition, I’d like to take…
As 2024 draws to a close, I do hope we can all find a moment to reflect on not just the business challenges, but also the successes, innovations and ways of driving up productivity and effectiveness. Working across such a…
August is the peak holiday month when traditionally things slow down a little at work. More people are away and there are fewer meetings - making it a good time to catch your breath and reflect. This is still true…
May has so far been a mixed month in terms of economic news. The latest forecast from the Organisation for Economic Co-operation and Development (OECD) makes for stark reading, predicting the UK will have the lowest growth of all the G7 nations…
When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but ordinary ever since the Brexit referendum of 2016. Since then, it’s been a whirlwind of political change, the Covid-19 pandemic,…
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…