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…
According to our latest UKCSI, poor customer service is costing UK businesses ÂŁ11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute's CEO, discusses the importance of embedding a service-led…
I think it would be fair to say that the subject of leadership is under greater scrutiny than ever and, some might argue, in short supply! A key aspect of leadership must be focused on morality – the simple distinction…
As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future. If we reflect on recent news events, we are seeing a series of very public and serious service failures. Whether…