As 2025 gets underway, businesses still face a challenging economic and wider operating environment – but there is at least some encouraging news in our latest UK Customer Satisfaction Index (UKCSI). After four successive six-month periods of declining scores, the…
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both sides of the Atlantic this week, however, has been artificial…
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and recharge, and that you return ready to make 2025 a year of growth. Each year, the festive period reminds us…
As we approach the new year, following the rush of the holiday season, it’s an ideal moment to reflect on the challenges and opportunities ahead. In 2024, a new government took office with an ambitious agenda for change. However, the…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the challenging landscape in customer service and how, amid interest rate cuts and revised global growth outlooks, customer service will remain a key tool for…
Warnings this week that some organisations intend to cut plans for growth, especially around headcount and hiring, are both concerning and hard to ignore. The Government has come under increasing pressure from businesses post-budget, but is so far standing firm. For…
Prime Minister Sir Keir Starmer’s project of national renewal, coined at this week’s Labour Party Conference, made me reflect further on what this means for us as consumers, businesses and our wider society. Not least, because this programme is driven by a…
The service agenda is key to driving economic growth and commercial prosperity – and yet, two challenging things are happening simultaneously that we urgently need to address. On the one hand, it is a sad truth that instances of abusive…
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in many key areas of the economy. As I discussed on Wake Up to Money earlier this week amongst other things, the early…
Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the rental market slowing, retailers charging for online returns, and how the end-to-end user experience should be a priority for businesses across all sectors. She…