Blog Squad


Reflections on Future Of The Contact Centre Leaders Forum

I’m not sure exactly how many crammed into the bijou theatre at the top of Blue Fin, but it was standing room only for most of the day. Certainly more than a hundred bright minds made it an event that zinged all day.  It was also Friday which meant the conversation had to be good […]

Ian McVey

CEOs and boards should listen to their employees on Brexit

Last week the press had a field day when Rolls Royce and BMW CEO Torsten Muller-Otvos  wrote to his UK employees to warn them of the effect of a Brexit on the manufacturer’s business.  The Daily Express accused him of ‘scaremongering’. Only a few days later, John Longworth, the director general of the British Chamber […]

Carolyn Blunt1

Sorry goes a long way

The vast majority of customer service stories begin with how things went wrong, however, it doesn’t have to end that way. Bill Gates says that “Your most unhappy customers are your greatest source of learning.” and I agree with this. When things go wrong, it’s a great opportunity to say ‘sorry’ and wow the customer […]


Refugees: Why Don’t EU Leaders Just Share The Burden?

UK Prime Minister David Cameron has been locked in talks this week with other European Union (EU) leaders and officials, aiming to secure a deal on Britain’s membership of the EU ahead of his promised referendum on the issue – expected to be on June 23. EU leaders are playing hardball and insisting on a clause that […]


Football & Values

My friend John Hughes and I used to talk about those posters you’d see in business premises proudly proclaiming ‘new’ corporate values. You know the sort of thing: bright colourful things aimed at arousing people with concepts such as ‘team work’, ‘passion’ or some other superficial nonsense. John would greet such a sight with a […]

Sylvana Storey

Unconscious bias in the workplace: is training the solution?

The concept of bias is undisputed and work in psychology, behavioural economics and cognitive neuroscience continue to emphasise the various biases that impact our decision making.  One such bias that has become mainstream in organisations is ‘Unconscious Bias’ (implicit bias) and, as an intervention, organisations provide their employees with unconscious bias training. As a business […]

Andy Sommer

The Secrets of Effortless Engagement

We appear to be in the midst of a shift in focus. The all-powerful organisation is having to succumb to the power of the customer. I remember about five years ago seeing the rise of ‘Customer Experience Management’. The focus being for businesses to place the customer front and centre of everything they do. At […]

Stuart Cross

The Complex Links Between Employee and Customer Engagement

Employee engagement and customer engagement are inextricably linked. But in my experience the linkages between the two are far more complex and subtle than many business leaders anticipate. As a result, businesses risk wasting both money and opportunity in taking a simplistic approach to building colleague and customer engagement. Over 15 years ago, for example, […]


But they are farmers…..

In 2013, Johnny Georges became a You-tube sensation when his emotional plea on the entrepreneurial show – The Shark Tank aired. As the inventor of the tree T-pee, a water conservation system, Johnny had a very personalized approach to expanding his business. He’d been taught by his father – an inventor in his own right […]

ABP Chair, Clodagh O'Reilly

The Constant Culture Challenge

Now, more than ever, leaders need to be thoughtful about their organisations’ culture. Many experts have previously agreed with Edgar Schein who suggested that leadership and culture were two sides of the same coin. Leaders in organisations are typically the people who set objectives and initiate activities. The methods they believe work well are disseminated. […]