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…
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See…
Protect our customer-facing professionals, or risk a collapse in essential service provision
It’s hard to believe quite how much has changed in the mere week since I shared my last note with…
Webinar: Head to Head with Pat Fitzsimons (Hackney Foodbank)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Defining leadership
What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need…
Webinar: Head to Head with Gareth Rhys Williams (Cabinet Office)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Focus on retaining and attracting talent, or risk a collapse in essential service provision
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned…
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.
