It is good to be back after some time away over the summer. There is something energising about a late summer break and having the opportunity to reflect on the year as we approach the final quarter of the calendar…
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…
If you are reading these columns regularly, then you will already know how vocal I have been about the need to safeguard service professionals and how pleased we were to get some breakthrough 20 months ago with an amendment to…
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the unacceptable levels of abuse that service staff across all sectors were experiencing. The catalyst for this was a dramatic rise…
We are, as we all know, living in challenging times with what feels like a significant rise in anti-social behaviour being reported across the UK, which is manifesting itself in different ways and impacting on business, individuals and wider society.…