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As part and parcel of being CEO of a membership organisation, I am often invited to speak at events and boardrooms, which I always enjoy and see as a great privilege! As I travel, I get to experience a wide range of customer experiences, and of course, I get to sit in many different reception areas.
I’m always interested in the experience receptionists and othe...
As part of National Customer Service Week, our live panel discussion, ‘AI vs the Human Touch – Finding the Balance’ explored how organisations can harness AI to enhance service delivery while keeping empathy, judgement and emotional intelligence at the heart of th...
It’s no secret that retail has had a difficult few years, particularly on the high street. I was therefore interested to read about the clothing brand Hush and its plans to open its first standalone high street stores after 23 years of operating exclusively online.
At a time when several familiar names are closing their stores, Hush’s decision is a real vote of...
Ahead of National Customer Service Week 2026, we hosted an engaging session on strategies for creating standout awards entries. This webinar brought together David Dagger, Director of Communications & Corporate Affairs, and experienced UK Customer Satisfaction Awards judges Jonathan Shawcross, Chief Growth Officer at Concentrix; David Roberts, Non-Executive Chair at Norwe...
I was recently invited to speak at an insurance industry conference in Birmingham to discuss the importance of driving the service agenda forward. The most striking moment came when I asked the audience what was keeping them up at night. The overwhelming answer? It wasn’t anything to do with profits and premiums, or channels and service, or digitisation and AI. Instea...