The critical end-of-year period – maximising the Golden Quarter
The so-called Golden Quarter and its flagship moments – Black Friday and Christmas – present a significant opportunity for businesses…
Putting ourselves in unfamiliar situations brings new learnings and refreshes our perspectives
I am often invited to speak at conferences and events around the UK – but last week, I spoke at…
Head to Head with Elaine Kerr, CEO (DPD UK)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
A Season for sensitivity?
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic –…
Building a future of AI in service requires long-term thinking
Talk of the UK economy came to an initial halt this week as the world watched for confirmation of the…
Head to Head with Anne Clarke (Waitrose & Partners)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Reflecting on the Budget and road ahead for the Service Nation
There has already been much commentary on this week’s Budget, which was a defining milestone for the new government in…
Head to Head with Louise Locke (Information Commissioner’s Office)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Politics.co.uk Opinion Piece: How can government and regulators prioritise growth? Focus on customer service
CEO Jo Causon penned an opinion piece for politics.co.uk, discussing what government and regulators can do to promote and prioritise…
A long-term view in the face of short-term uncertainty
As we enter the closing months of the year, we hopefully are doing so on a stronger footing, owing to…
Effective approaches to regulation can raise customer service standards and boost growth
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality…
Service and growth go hand in hand
Following our call for optimism this time last week, it was good to hear the more positive ‘mood music’ following…
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.
