Simon Caulkin

Don’t push… pull (gently)

We should learn from a French tract on the desirability of shirking hard work

The public sector is now the industry’s biggest client, spending £16bn a year. Does the taxpayer get value for money?

Companies meet targets, but fail customer

if you want to improve service, increase sales and cut costs, press button one and delete your IVR. There are no further options.

Firms with a conscience need to innovate if they want to make a difference.

The dotcom boom is a thing of the past, but government can’t stop spending on technology.

‘=Outsourcing isn’t just call centres – it’s cutting to the heart of Western business.

We must stop suffering bad UK management in silence

The music industry has not been speaking the same language as its customers for a long time