Talk of the UK economy came to an initial halt this week as the world watched for confirmation of the next US president – although not for long. And by Thursday, the Bank of England provided an opportunity to refocus…
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the UK. In addition to the article, the comments from readers were equally revealing as they highlighted some pressing concerns: the…
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish the personal touch they received when they visited the iconic…
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…
World leaders descended on Bletchley Park this week to try and crack the enigma of AI that delivers prosperity without imperilling humanity. Billed as the first ever global summit on Artificial Intelligence, the AI Safety Summit addressed the risks and…
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 Phil McGilvray, Managing Director Debt Services at TDX Group. Listen to Jo and Phil…
As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided, tensions rise and customer spending contracts. Attitudes continue to become more polarised, and supporting those who need it through the…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Gareth Rhys Williams, Chief Commercial Officer at the Cabinet Office. Listen to Jo and Gareth discuss the use…
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…
Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with inflation running at a 30-year high. There seems to be an innumerable catalogue of challenges that we are tasked to…