We are living in one of the most volatile, unpredictable and geopolitically uncertain environments for many decades. At the same time, the economy continues to be challenged, the cost of living is still high, and many consumers remain financially squeezed…
Regular readers will be well aware that the deployment of new technology, including AI, has been a recurring theme for The Institute and our members. As these technologies continue to develop, there is no doubt that they will have a…
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black Friday deals ahead of the festive season – or just…
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need and adopt a proactive stance to provide the help and advice required. The terrible storms that recently struck many parts…
This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and ‘chaos’ for holidaymakers and travellers alike due to an air traffic control issue across the country. Following a spring and…
We are just three weeks into the start of Consumer Duty, the Financial Conduct Authority’s (FCA) new powers to set higher and clearer standards of consumer protection. But if firms thought they’d get a summer grace period with the new…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Francesca Rea, Director of Customer Service & Service Delivery at NewDay. Listen to Jo…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was David Roberts, Managing Director at Nu-Heat. Listen to Jo and David discuss leadership, the…
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to see - one where the true value of service across…
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…