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 ânormalâ? Most of us would probably agree that conditions have felt anything but ordinary ever since the Brexit referendum of 2016. Since then, itâs 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…
It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, Iâm humbled by the collective commitment to service excellence. This year was no different, as the many stories and successes shared throughout…
After a decade of unprecedented challenges and disruptions, the Prime Ministerâs announcement of the âgreen shoots of recoveryâ last week should be a cause for optimism for businesses across the UK. But with the ongoing pressures of rising costs, supply…
Weâve recently had the news that the âRâ word is back. It may only be a technical recession, but nevertheless it is a blow to confidence and morale as 2024 gets going. On the positive side, the size of the…
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which is a good thing given the importance of service to…
The media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both consumers and businesses with the rise of AI, chatbots, and other digital customer solutions. The technology has brought opportunities and…
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and long-term survival in todayâs uncertain and competitive business environment â…