Now is the time to plan ahead
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge…
Me, myself and AI
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital…
Giving careers in service the respect they deserve
The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our…
ITV News: Customers – Are We Being Served?
According to our latest UKCSI, poor customer service is costing UK businesses Ā£11.4bn a month in lost productivity, with employees…
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result…
Building the four pillars of a Service Nation
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative…
An alternative way to consider ESG
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements…
Coming together to define our Service Nation
It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you…
Supply chain issues show we need a reset of expectations
This weekās headlines have been filled with news of widespread supply shortages across UK businesses. Iām sure many of you…
The customer experience is the conscience of an organisation
Reports this week of energy companies and the banking sector amassing large profits as the cost-of-living crisis continues for many…
Running to stand still? Businesses need to find a way to move forwards
Have you ever known quite such a strange business and economic climate?Ā On the one hand, we have the continuing shadow…
Mind the gap – but most of all focus on which side you will fall
The papers would have us believe the economy is on a razorās edge, with every issue of economic figures scrutinised…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
