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Operations and customer leaders spent a day at the Future of Service Conference 2026. Here is what they told us about demand, staffing and the limits of automation.
Read full article: What we heard at the Future of Service Conference 2026
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A ten-month programme for managers who run public services, built around a live improvement project in each delegate's own organisation. The first cohort starts in January 2027.
Read full article: Halveron opens a service academy for public-sector leaders
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We analysed 18.4 million customer contacts across 31 UK organisations. Contact volumes are falling slightly, but each contact is harder, and digital channels are absorbing demand rather than removing it.
Read full article: Our 2026 contact-centre demand report
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With the building society that hosted our June meeting joining as its hundredth member, the Lean Service Forum now brings together operations leaders from 100 organisations.
Read full article: The Lean Service Forum reaches 100 member organisations