New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New…
There is an opportunity to make 2023 the year of service
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to…
Understand the data and trends to prepare for a tough 2023
As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided,…
Water Industry Journal: Harnessing technology with people for better service outcomes
Our recent Breakthrough Research, “A Connected World?” explores the theme of digitisation and how it applies to customer service. Many…
Supporting customers through the cost of living crisis will be key to maintaining loyalty
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies…
No room for short-termism in leadership
As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures…
Should it be deal or no deal for Black Friday?
What’s in the box? A great deal, or a great deal of disappointment? It’s a good concept for a game…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis…
Let’s end our love affair with the short-term and focus on future building
Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on…
Webinar: Head to Head with Philip Davies MP (Conservatives)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Maintaining focus on the long-term is the only way out of the ‘permacrisis’
Last week, ‘Permacrisis’ was announced as Collins Dictionary’s word of the year, and it certainly does feel that it sums…
The true value of trust is not a simple equation
This week we launched our Trust Indexâ„¢, an in-depth and independent evaluation of the true drivers and value of trust amongst…
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.
