Asbestos 2026: BOHS and FAAM organise 9th asbestos conference as safety concerns rise across the UK

The British Occupational Hygiene Society (BOHS) and the Faculty of Asbestos Assessment and Management (FAAM) are hosting the Asbestos 2026 Conference, taking place 29–30 April 2026 in Birmingham. 

The event will bring together researchers, regulators, industry leaders and practitioners to discuss the latest developments in the assessment, control and management of asbestos risks.

The conference comes at a time of heightened attention on asbestos safety in the UK. BOHS experts have recently warned about several emerging concerns, including the presence of asbestos contamination in children’s play sand, the rise of fraudulent asbestos surveyors, and gaps in national oversight of asbestos risks in schools.

These developments have reinforced calls for stronger awareness, improved competence in asbestos surveying and management, and better transparency around asbestos risks in public buildings.

Jonathan Grant, FAAM Registrar told That's Business: “The annual FAAM conference brings the latest insights on the detection of asbestos to a broad audience in an understandable way. 

"As the only non-commercial and science-led event in the asbestos field, it provides definitive access to the information we need to support the control of the UK’s biggest man-made environmental cancer risk.”

The Asbestos 2026 Conference aims to address these issues directly, providing a platform for the latest scientific research, technical guidance and policy discussion.

Experts attending the event will explore topics including:

Advances in asbestos surveying and analytical techniques

Improving competence and standards in asbestos assessment

Emerging challenges in asbestos management and remediation

Technological innovations and future developments in the sector

Policy developments and regulatory approaches

The conference is the ninth annual asbestos event organised by BOHS and FAAM, bringing together professionals from across the asbestos and occupational hygiene sectors.

Through technical presentations, expert discussions and networking opportunities, the event aims to support better professional practice and strengthen the systems that protect workers and the public from asbestos exposure.

Asbestos remains one of the most significant occupational health hazards in the UK, and improving how it is identified, assessed and managed continues to be a priority for occupational hygiene professionals.

By bringing together leading experts and practitioners, the conference will help shape the next steps in tackling the UK’s ongoing asbestos legacy.

The address of the conference is Central Square, Holliday St, Birmingham B1 1HH.

More information and to book your place:

https://events.bohs.org/event/asbestos-2026

https://www.bohs.org

https://www.bohs.org/membership/for-individuals/working-professional/faam-membership

Could Businesses Survive a Three-Day Week During a Fuel Crisis?

If Britain were suddenly pushed into a fuel crisis, the idea of a three-day working week might move from historical curiosity to urgent reality.

It wouldn’t be the first time. In the winter of 1973–74, power shortages forced the government to restrict electricity use for industry and businesses. 

Offices shut early, factories slowed down or shut for two days a week, and the economy had to squeeze a week’s worth of work into just a few days.

Fast forward to today and the question is obvious:

Could modern businesses actually cope?

The Reality Check for Employers

For many organisations, the biggest shock wouldn’t be shorter weeks, it would be discovering how much time is wasted.

A three-day operational window would quickly expose bloated meeting schedules, endless internal emails, and projects that never quite deliver anything useful.

Businesses would have to get brutally efficient.

The priorities would be simple:

focus on the work that actually generates revenue

cut non-essential meetings and bureaucracy

make decisions faster

stop doing things “because we always have”

In other words, many companies would be forced to run leaner, and arguably smarter.

Flexible Working Would Stop Being Optional

If energy restrictions meant offices could only operate on certain days, businesses would have to rethink scheduling overnight.

Expect to see:

compressed working hours across fewer days

rotating teams sharing office time

remote work becoming the default

Ironically, many firms that resisted flexible working after the pandemic might suddenly discover they have no choice.

Technology already exists to keep businesses running from almost anywhere. The real barrier has never been tech, it has been management mindset.

Energy Efficiency Would Suddenly Matter

Companies love talking about sustainability in glossy reports.

A fuel crisis would test how serious they actually are.

Businesses that have invested in energy-efficient lighting, heating, equipment and renewable power would be far better placed than those still relying on outdated infrastructure.

In a restricted-energy economy, using less power becomes a genuine competitive advantage.

Staff Would Feel the Pressure Too

Workers might initially welcome the idea of a shorter working week.

But if a crisis reduces overtime, bonuses or hours, the financial reality could quickly bite.

Employees might need to adapt by:

tightening household budgets

working from home due to scarcity or rationing of fuel to travel to work

taking on freelance or part-time work

using downtime for training or reskilling

In uncertain times, flexibility becomes a survival skill.

Crisis Often Reveals What Actually Works

There is a strange truth about disruption.

It often exposes how inefficient systems were in the first place.

A forced three-day working week would undoubtedly cause chaos in some sectors. But it might also show that many organisations can achieve more in less time when they stop wasting energy, both literally and organisationally.

The Bigger Lesson for Businesses

Fuel shortages, energy shocks and economic disruption are no longer theoretical risks.

Businesses that survive these events tend to have three things in common:

lean operations

flexible working models

lower energy dependence

Those that don’t adapt tend to discover, rather quickly, that the biggest risk isn’t the crisis itself.

It’s being unprepared when it arrives.

Startup Sniffs Out the Future: Dot Raises £4.2m to Turn Scent into Scientific Intelligence

A British technology company is proving that the future of detection may lie right under our noses.

Dot, a digital odour intelligence company, has secured £4.2 million in new funding to accelerate its global expansion and develop next-generation scent-analysis technologies capable of detecting biological change long before traditional systems notice anything is wrong.

The funding round was oversubscribed, signalling strong investor confidence in Dot’s unusual but highly promising approach to monitoring health, agriculture and environmental systems.

Key investors include Blackfinch Ventures, Pihl Family Office, long-standing supporter Luke Ding, and a new strategic investor.

Turning Scent into Data

For over a decade, Dot’s scientists have been studying the subtle chemical signals emitted by living systems. Humans, animals, plants and ecosystems all release volatile organic compounds (VOCs), microscopic airborne signatures revealing presence, health status and emerging biological risks.

Dot’s proprietary platform, dot.core™, captures these scent signatures, converting them into structured data. The result is a form of predictive biological intelligence capable of identifying problems earlier than conventional monitoring methods.

What began as academic research has now evolved into a scalable infrastructure designed to detect and interpret biological change across multiple sectors.

Four Sectors, One Platform

Dot’s technology operates across four interconnected areas:

Human health

Animal health

Plant health

Environmental monitoring

By translating scent into actionable data, organisations can move from reactive response to proactive protection, spotting pest outbreaks, disease risks or environmental changes before they escalate.

The company blends expertise from chemical ecology, insect behaviour, public health and data science, alongside laboratory testing and field research, to create early-warning solutions that are both targeted and sustainable.

Investment Fuels Global Expansion

The fresh funding will support Dot’s next stage of growth as it moves from scientific breakthrough to global deployment.

Key priorities include:

Expanding international partnerships for products such as BugScents™

Scaling scientific services across industries

Accelerating development of AI-powered odour intelligence technologies

Increasing manufacturing capacity

Strengthening validation and regulatory evidence

Professor James Logan, founder and CEO of Dot, described the investment as a strong endorsement of the company’s direction.

He told That's Busin ess: “This funding reflects confidence in our team, our platform and our ability to translate world-class science into real-world solutions. It allows us to accelerate growth, deepen partnerships and deliver earlier, smarter detection where it matters most.”

A New Frontier in Detection

Investors believe digital odour technology could transform how biological threats are identified and managed.

Backed by a growing patent portfolio and a strong scientific team, Dot aims to position scent-based intelligence as a global infrastructure for early detection across health, agriculture and environmental protection.

In a world increasingly focused on prevention rather than reaction, Dot is betting that the smallest airborne signals could provide the earliest warnings of the biggest problems.

http://www.digitalodourtechnologies.com

Regulatory upheaval drives surge in strategic communications turnover across Financial Services

Financial Services employers are experiencing the highest risk of strategic communications turnover of any sector in the UK, as the pressure around regulatory changes and increased scrutiny causes a talent exodus. 

This is according to the latest Strategic Communications Report from Murray McIntosh.

The study revealed 62% of communications professionals in Financial Services plan to change roles within the next six months and 69% have already interviewed for a new pos
ition. This level of instability is emerging as UK Financial Services regulation enters a particularly active period.

According to Bloomberg’s UK Regulatory Outlook, 2026 is a pivotal year, with authorities advancing reforms across digital finance, trading and markets, risk and financial stability, and sustainable finance, as regulators push to modernise market infrastructure while maintaining competitiveness and investor confidence.

Skills requirements changing

According to Murray McIntosh, the exodus of talent isn't the only challenge facing Financial Services businesses, as the need for top communications talent grows. Skills expectations are also shifting. Alongside core policy knowledge and stakeholder management, the firm’s report revealed that demand is rising for technical capabilities such as AI literacy and data science.

For employers, this combination of high anticipated movement, fast‑moving regulatory change, and evolving skills requirements raises the stakes for retaining and developing strategic communications capability. Continuity of insight and consistent messaging can be difficult to maintain when teams are in flux, yet they become more important as regulatory reform accelerates and expectations around transparency and resilience rise.

Lauren Maddocks, Associate Director, Policy and Public Affairs at Murray McIntosh, told That's Business: “The scale of change facing Financial Services this year cannot be overstated. Major reforms across digital finance, market structure and reporting standards are reshaping expectations at pace, and this creates a premium on communications professionals who can navigate complexity with accuracy and authority.

"At the same time, rising mobility means employers risk losing the very people who interpret, translate and contextualise regulatory change for internal and external stakeholders. 

"Stability of insight and messaging is not a luxury in this environment. It is a strategic requirement, and those who invest in developing and retaining this capability will be better prepared to manage the demands of an increasingly scrutinised sector.”

That's Business is sharing the full report here:- https://www.murraymcintosh.com/downloadable-content/strategic-communications-salary-labour-report

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Humanscale Brings Global Design Leaders to Clerkenwell Design Week

Celebrating ergonomics, movement and material intelligence through product, people and place, Humanscale returns to Clerkenwell Design Week from 19–21 May 2026 with an immersive showroom experience centred around ergonomic design and expert insight.

At the heart of the programme will be a series of informal drop-in sessions hosted by two of Humanscale's global design leaders: Sergio Silva, VP Design and Innovation and Mark Consolla, VP Product Management.

Taking place across all three days of the festival, the sessions invite architects, interior designers and workplace specialists to engage directly with the team behind some of Humanscale's most influential & exciting new products.

Visitors will have the chance to explore the thinking behind Humanscale's approach to ergonomics, from early concept development and material intelligence to engineering, sustainability and long-term product performance. 

The conversations will offer rare insight into how ergonomics, movement and human wellbeing are translated into design solutions for contemporary workspaces. 

Drawing on decades of global experience, the pair will share guidance on designing healthier work environments, improving posture and movement at work, and applying ergonomic thinking to modern workplace design.

These sessions will offer a rare opportunity for the design community attending Clerkenwell Design Week to converse directly with two leading experts and explore how ergonomics can support the future of work.

An Immersive Showroom Experience

Humanscale's Clerkenwell showroom will transform into a relaxed yet purposeful environment. The space will invite visitors to experience the brand's philosophy through informal hospitality, interactive moments and conversations around ergonomics, sustainability and product longevity.

Movement will be a key theme throughout the showroom experience, reflected in a curated selection of Humanscale's latest seating and workplace innovations.

Diffrient Lounge

Among the highlights is the Diffrient Lounge, a refined evolution of a concept originally envisioned over two decades ago by legendary designer Niels Diffrient. Reimagined by the Humanscale Design Studio for today's hybrid environments, the Diffrient Lounge sets a new benchmark for lounge seating. Balancing residential comfort with workplace performance, the chair intuitively responds to the body, encouraging natural movement while supporting work, relaxation and social interaction across a range of interior contexts.

eFloat Quattro Also on display is the eFloat Quattro, Humanscale's premium four-leg height-adjustable desk engineered to support wellbeing through ergonomic precision and smooth, seamless movement. Clean lines and carefully selected materials give the desk a refined architectural presence, while its environmental credentials set a new benchmark for responsible manufacturing. 

The award-winning table range is being extended to include eFloat Quattro Meeting Tables that enable fast, frictionless collaboration for today's hybrid workplace. Whether it's a huddle in the open office, a hybrid meeting room, or an executive workspace, eFloat Quattro Meeting Tables give you a turnkey meeting space that just works.

eFloat Quattro tables are 99% recyclable and use non-toxic, PVC-free polyurethane cabling, demonstrating Humanscale's ongoing commitment to sustainable product development.

M/Class Monitor Arms

Completing the line-up is M/Class, the latest evolution of Humanscale's iconic monitor arm system. The M/Class series is the world's best-selling monitor arm collection, trusted by 98% of Fortune 500 companies. Designed to enhance comfort, organisation and performance, the system allows effortless adjustment of screen height, depth and orientation, helping users maintain healthy posture and reduce strain on the neck, shoulders and spine. Recently reimagined for hybrid and shared workplaces, the new generation of M/Class supports larger displays while integrating expanded cable management, connectivity and charging capabilities. And a new pure white finish introduces a lighter aesthetic that complements contemporary workplace interiors.

A Space for Conversation

By combining product innovation with direct access to its global design leadership, Humanscale's Clerkenwell showroom will become a hub for conversation throughout the festival. Through the expert sessions with Silva and Consola, architects and designers will gain deeper insight into how ergonomics, movement and human wellbeing can be meaningfully integrated into the spaces they create.

https://uk.humanscale.com

Suffer from Subscription Overload? One Platform, 59 Tools: London Startup Coda One Wants to End It

In the modern workplace, productivity tools have quietly become a monthly drain. 

Writing assistants, PDF editors, image tools, developer utilities, each with its own login, subscription, and learning curve.

A new London startup believes it has a simpler answer.

Coda One has launched a free online platform that bundles 59 AI and productivity tools into a single website, removing the need for accounts, logins, or payments for most features. 

The aim is straightforward: reduce the growing stack of digital subscriptions that many knowledge workers now juggle.

Founder Miles Wong says the idea came from a common frustration.

“Nobody wants five logins for five tools,” he explains. “One place, everything works. That’s what One means," he told That's Business.

The platform combines AI writing tools, PDF utilities, image processing, and developer functions into one browser-based workspace. While premium plans start at $9.99 per month, the majority of tools are available completely free.

One of the headline features is an AI text humaniser, designed to rewrite AI-generated content so it reads more naturally and avoids detection software. Users can choose from nine writing modes, tailoring text for contexts ranging from academic work to blog articles.

Alongside it sits a built-in AI detector, which scans text for machine-generated patterns and provides a score, also free and unlimited.

Coda One’s latest addition is an AI Resume Optimiser, aimed at jobseekers navigating automated hiring systems. Users can paste text, upload a PDF CV, or begin with one of 20 industry-specific templates covering sectors likes software engineering, marketing, finance, and healthcare.

The system strengthens weak bullet points, suggests action-led language, and quantifies achievements where possible. It also includes an ATS scoring system, grading CVs from 0 to 100 against applicant-tracking criteria and highlighting missing keywords, features that typically cost around $25 per month on specialist platforms.

Beyond writing tools, Coda One includes a full PDF and image toolkit. Users can merge or split PDFs, compress documents, convert files, remove image backgrounds, upscale pictures, and extract text via OCR. Crucially, all of this runs locally in the browser, meaning files never leave the user’s device.

For freelancers, students, and businesses concerned about privacy, that architecture removes the cloud-storage risks often associated with online tools.

The platform is already available in seven languages, including Arabic, Spanish, Portuguese, Turkish, Indonesian, and Traditional Chinese, a deliberate move to reach markets where English-only software leaves gaps.

A Chrome extension also brings several writing tools directly into the browser. Highlight text anywhere online and users can instantly rewrite, translate, check grammar, detect AI content, or count words without opening another tab.

Based in London, Wong says the company is already seeing adoption in over 40 countries — suggesting that the appetite for fewer subscriptions and simpler workflows is very real.

If Coda One’s model proves sustainable, the days of paying separately for every productivity tool may soon start to look outdated.

https://www.codaone.ai

Nominations are open for the 2026 Queens of Halton Awards

Founded in 2019 by Fortuna Female Society, the awards have become a key date in the Halton calendar. They recognise women and girls across Widnes, Runcorn and the wider borough.

People are invited to put names forward across seven categories. Nominations close in early May. Nominees can live, work or study within the Halton Borough region.

Across Halton, women and girls are making a difference every day. The awards give people the chance to put those names forward.

Queens of Halton Award categories

Jo Cox Make a Difference Award

For women who make a clear, positive difference to others in their community.

Volunteer of the Year Award

For women who give their time to support local people, groups or causes.

Ray of Light Award

For women who support and lift others when it is needed most

Rising Star Award (under 18)

For girls showing potential, determination or leadership in any area of life.

Woman in Business Award

For women who run or grow a business in Halton.

Community Leader of the Year Award

For women leading charities, community interest companies, grassroots groups or not-for-profit organisations that support the local community.

Queen of Culture Award

New for 2026. Recognises women contributing to Halton through arts, creativity and cultural activity.

Laura Bevan, Founder and Chair of Fortuna Female Society, told That's Business: “We saw over 170 nominations come in last year. 

"That tells you everything about what’s happening across Halton. There are women running things, supporting others, building businesses and showing up every day. Most of them go unrecognised.

You will already have a woman in mind who deserves a crown. Put her name forward. And don’t stop at one.”

Full details and the online nomination form are available at: fortunafemale.org/queens-of-halton-awards

Photo credit: Little Wonderland Photography

Rising Gas Prices Push UK Businesses to Rethink Heating Strategy, Driving Shift Toward Infrared Solutions

Stephen Levy

UK businesses are accelerating a shift away from traditional gas heating systems as widening price disparities between gas and electricity begin to fundamentally reshape commercial energy strategies.

Recent national reporting indicates that gas prices could rise by as much as 80%, compared to electricity increases of approximately 30%, placing sustained pressure on operating costs across commercial and industrial sectors. 

This divergence is prompting businesses to reassess how heat is generated, delivered, and controlled within their premises.

Industry experts say the shift isn't simply a response to rising costs, but a structural change in how heating efficiency is understood.

“Businesses are starting to realise that heating vast volumes of air in large or poorly insulated spaces is inherently inefficient,” Stephen Levy, CEO and Founder of Shadow Industrial told That's Business.

“When energy costs rise at this scale, those inefficiencies become impossible to justify.”

Infrared heating systems, which use electricity to deliver radiant heat directly to people and surfaces rather than heating the surrounding air, are increasingly being adopted as an alternative in warehouses, factories, retail environments and heritage buildings.

Unlike conventional gas systems, infrared technology enables targeted, on-demand heating, reducing energy waste in large or intermittently occupied spaces. 

Real-world installations across commercial settings have demonstrated cost reductions of up to 50% compared to gas-based systems, with further gains expected as the gap between gas and electricity prices continues to widen.

Analysts suggest if current pricing trends persist, the relative cost advantage of infrared heating could increase significantly, potentially exceeding 70% in certain applications.

The shift is also being reinforced by broader market dynamics. The UK remains exposed to volatile global gas markets influenced by geopolitical factors and supply constraints, while electricity is expected to benefit from increasing integration of renewable energy sources, improving long-term price stability.

Alongside the energy source itself, advances in digital heat management are playing a key role in improving efficiency outcomes.

Modern infrared systems can be integrated with intelligent controls, allowing businesses to heat specific zones at precise times and only to the required output.

“Wasting money heating empty industrial space is increasingly seen as an avoidable cost,” Levy added. “The technology now exists to heat only what is needed, when it is needed and that changes the economics entirely.”

For commercial operators, the implications are becoming clearer:

- Reduced operational costs through targeted heat delivery

- Improved energy efficiency in large or high-ceiling environments

- Greater control via zoned and digitally managed systems

- Reduced reliance on fossil fuels in line with decarbonisation goals

As energy costs become a central driver of business performance, the transition away from gas heating is shifting from a long-term sustainability goal to an immediate financial priority.

Industry observers expect infrared heating technologies to play an increasingly prominent role in this transition, particularly in sectors where traditional heating systems have historically struggled to deliver efficient results.

https://www.shadowindustrial.co.uk

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Helping Older Members of the Community Keep Track of Charitable Donations

Several years ago when I was helping deal with my late mother's financial affairs we found that she had been making a large number of donations to a variety of good causes.

Individually they hadn't seemed like much but the totality of the donations added up to a large monthly sum of money. 

Thinking back about what we found, after the fact, it was realistically too late to do anything about it, made me realise that many older people in similar positions to my mother could do with some help in dealing with their charitable donations. 

Many older members of our communities are among the most generous people you will ever meet. Over a lifetime they have developed the habit of supporting charities, churches, community groups and national appeals. Regular giving can become part of everyday life, a few pounds here, a standing order there, perhaps a raffle ticket or two, or a regular automatic contribution to a charity lottery.

But there is a quiet problem that sometimes goes unnoticed: donations can accumulate across many different organisations without the donor fully realising how much they are giving in total.

This is where friends, family members and community groups can step in and help, not by discouraging generosity, but by helping older people stay informed and in control of their finances.

The Hidden Patchwork of Donations

Many charitable donations today happen automatically. Standing orders, direct debits, text donations and online subscriptions can all make giving easier. However, this convenience can also make it difficult to see the overall picture.

An older person might be supporting:

Several national charities

A local church or place of worship

Animal charities

Medical research organisations

Local community appeals

Individually these may only be £5 or £10 per month. But across ten or fifteen organisations, that can quietly add up to a significant sum over a year.

In some cases, charities may also increase suggested donation levels over time, which can further raise the total amount being given.

Why Consolidation Can Help

Helping someone review their charitable donations is not about stopping them from giving. It is about making sure their generosity is sustainable.

By sitting down together and reviewing bank statements or direct debit lists, it becomes possible to see exactly what is being donated and where.

Often this leads to sensible decisions such as:

Keeping support for the charities that matter most

Cancelling small donations to organisations that are no longer closely followed, or who might no longer be causes that the donor would wish to continue supporting

Combining several smaller donations into one larger, meaningful contribution

This approach allows donors to continue supporting causes they care about, while also ensuring their own financial wellbeing is protected.

The Conversation Matters

These conversations should always be handled with sensitivity. For many older people, charitable giving is closely tied to personal values, faith, and identity.

Rather than framing it as cutting back, it is better to approach it as financial clarity.

A helpful starting point might be:

"Shall we have a quick look together at the charities you're supporting, just to make sure everything still makes sense for you?"

Often the donor themselves is surprised by the number of organisations they are helping.

Practical Ways to Help

Supporting an older person in reviewing their donations can be simple:

Print out or review a recent bank statement together

Make a list of all regular donations

Add up the total monthly and yearly amount

Decide which charities are most important to keep supporting

Some people even create a “charity budget”, choosing a set monthly amount that they feel comfortable giving.

Protecting Generosity

Charitable giving is one of the great strengths of our communities, and older generations have long led the way in supporting good causes.

Helping someone keep track of their donations does not reduce that generosity. In fact, it protects it — ensuring that their support continues in a way that is thoughtful, intentional and financially sustainable.

A small act of support today can help ensure their generosity continues for many years to come.

Why the “Grey Pound” Could Be One of the Best Customers Your Business Has

For many businesses chasing the latest trend or the youngest, most youthful demographics, there's a powerful market hiding in plain sight: the “grey pound.”

The grey pound refers to the spending power of older consumers, typically people aged 60 and above, and in the UK it represents hundreds of billions of pounds in annual spending power. 

For businesses willing to recognise and respect this demographic, it can become one of the most reliable and profitable customer groups available.

Pensioners Often Have Stable Disposable Income

Unlike younger consumers juggling mortgages, childcare costs and career uncertainty, many pensioners have stable or predictable income streams.

This might include:

State pensions

Occupational or private pensions

Savings and investments

Mortgage-free homes

Part-time employment or passive income streams

While older consumers are often portrayed as financially cautious, many actually have more disposable income than younger households, particularly once major life expenses have been paid off.

For businesses, this means customers with spending power who are not constantly squeezed by financial pressures.

They Spend Locally and Regularly

Another major advantage of the grey pound is consistent spending patterns.

Retired consumers are often:

Regular visitors to cafés and pubs

Loyal shoppers at local retailers

Frequent users of local services such as hairdressers, opticians and restaurants

Enthusiastic supporters of community businesses

Enjoy day trips, short break or longer holidays 

Spend money on gifts for grandchildren, etc

Rather than making occasional large purchases, many pensioners support businesses through steady, repeat custom.

In business terms, repeat customers are gold. They reduce marketing costs and create predictable revenue.

Loyalty Matters. And Older Customers Are Loyal

Businesses often spend huge sums chasing new customers online. But older consumers frequently reward businesses that treat them well with long-term loyalty.

Good service, friendly staff and fair pricing can turn a pensioner into a customer who returns week after week for years.

Word-of-mouth is also powerful within older communities. A recommendation in a social club, church group or community meeting can bring multiple new customers through the door.

Time Is on Their Side

Many pensioners have something that working-age consumers often lack: time.

This means they are more likely to:

Visit shops during quieter daytime hours

Attend midweek events

Enjoy longer café or restaurant visits

Participate in classes, workshops and community activities

For hospitality, retail and leisure businesses, this can help fill traditionally quiet trading periods.

Businesses Should Never Ignore the Grey Pound

Despite its value, older consumers are often overlooked in marketing campaigns that focus heavily on younger audiences.

This can be a serious mistake.

Simple steps such as:

Clear signage and readable menus

Comfortable seating

Friendly, patient service

Easy-to-use websites and booking systems

can make a huge difference.

The Grey Pound Is Good Business

In an uncertain economy, the grey pound represents a stable, loyal and often under-appreciated market.

Businesses that welcome older customers, and treat them with respect rather than stereotype, often discover something valuable:

Pensioners aren’t just good customers. They can be some of your best.

Is Good Customer Service a Thing of the Past?

There was a time when good customer service was simply part of doing business. 

You walked into a shop, pub, or office and someone greeted you. 

If something went wrong, it was sorted out quickly and politely. The customer mattered. Not just in theory, but in practice.

Today, many people are beginning to wonder if that culture has quietly slipped away.

Across retail, hospitality, utilities, telecoms and even professional services, complaints about poor customer service are increasingly common. 

Endless automated phone menus, unanswered emails, live chat systems that lead nowhere, and staff who seem either overwhelmed or indifferent have become familiar frustrations.

Customers often feel like obstacles rather than valued clients.

The Perfect Storm Behind Declining Service

There are several reasons why service standards appear to have dropped.

First, many businesses have aggressively cut costs. Customer service departments are often seen as overheads rather than revenue drivers. As a result, teams are smaller, training is thinner, and staff are expected to handle far more enquiries than is realistic.

Second, automation has replaced human interaction in many sectors. While self-service tools and chatbots can be useful, they frequently create barriers when customers need real help.

When technology replaces people rather than supporting them, service quality inevitably suffers.

Third, staff burnout is real. Front-line workers are dealing with frustrated customers while often lacking the authority or resources to resolve problems. 

High turnover means businesses are constantly training new employees who may not yet have the experience or confidence to deliver excellent service.

Finally, many organisations simply underestimate how much poor service damages their reputation.

Why Customer Service Still Matters

Good customer service is not an optional extra. It is one of the most powerful competitive advantages a business can have.

Customers remember how they were treated long after they have forgotten the price they paid. A company that resolves problems quickly, communicates clearly, and treats people with respect builds trust, and trust drives repeat business.

In the age of online reviews and social media, poor service spreads rapidly. A single negative experience can reach thousands of potential customers within hours.

Conversely, excellent service can turn customers into advocates.

How Businesses Can Fix the Problem

The solution is not complicated, but it does require leadership.

First, businesses must treat customer service as a core part of their brand, not a cost centre. Investing in well-trained, empowered staff pays dividends in customer loyalty.

Second, technology should support service, not replace it. Automation should handle routine tasks while making it easier, not harder, to reach a real person when needed.

Third, companies must empower employees to solve problems. If every small issue requires managerial approval, customers will always be left waiting.

Finally, leaders must set the tone. Organisations that prioritise respect, both for customers and for staff, consistently deliver better experiences.

The Bottom Line

Good customer service has not disappeared entirely. Many businesses still deliver it brilliantly.

But in a world where customers increasingly expect frictionless service, too many companies are settling for the bare minimum.

The businesses that recognise this, and invest in genuine service culture, will be the ones that stand out.

Because despite everything, one simple truth remains:

People still remember how you make them feel.

New Book Argues that in the Age of AI, Leaders Must Become Orchestrators, Not Controllers

LID Publishing has announced the publication of: Lead with AI. Stay Human. How Modern Leaders Orchestrate Enterprise Value, by AI transformation strategist Peter Whealy. The book publishes on 26 March 2026 (UK) and 28 April 2026 (US).

Artificial intelligence is reshaping organizations at unprecedented speed. While AI systems evolve daily, leadership models remain anchored in outdated assumptions about expertise, authority, and control.

In the AI era, knowing more is no longer enough.

In Lead with AI. Stay Human, Whealy argues that the leaders who will thrive are not those with the most answers, but those who can orchestrate judgment, trust, learning, and technology across increasingly complex systems.

“AI doesn’t replace leadership, it exposes it,” Whealy told That's Business. “The question is no longer who has the best expertise, but who can align human and machine intelligence to create value under pressure.”

Drawing on decades of experience advising global organizations on transformation, Whealy introduces four essential Conductor Capabilities for modern leadership:

Judgment Under Ambiguity. Knowing when to pause and when to accelerate, maintaining coherence even when certainty disappears.

Trust Stewardship. Scaling transparency, psychological safety, and accountability beyond the leader’s direct reach.

Adaptive Learning. Designing systems where learning velocity exceeds change velocity.

Enterprise Orchestration. Aligning direction, decisions, and values across boundaries so context travels with insight.

Peter Whealy

At the heart of the book is the SPAR framework a practical developmental rhythm for building these capabilities at scale:

Strengthen your leadership identity

Partner with AI as a strategic sparring partner

Amplify team capability through systemic trust and learning

Reshape organizations for adaptive flow

Rather than treating AI as a tool, Whealy reframes it as a leadership inflection point — one that demands increased judgement and greater humanity.

Miriam Kugel, Microsoft, AI Transformation Advisory, writes: “Peter Whealy provides a clear, practical blueprint for building a ‘frontier firm’ mindset — one that unlocks human potential, empowers teams, and enables organizations to evolve so people thrive alongside AI as they navigate continuous transformation with confidence.”

Lead with AI. Stay Human. is written for all leaders currently navigating enterprise-scale AI adoption, who don’t want to sacrifice long-term performance, trust, or human potential.

Peter Whealy is the founder of Elevate Potential, a consultancy focused on AI-era leadership transformation. A former Partner at EY and other global consulting firms, he advises organizations worldwide on orchestrating greater enterprise value.

Google ‘Moonshot’ Veteran Launches €50M Fund to bridge Europe’s deep tech scale gap

Europe’s deep tech sector has just received a major vote of confidence. Mahir Sahin, a former senior executive at Google and lead advisor at Alphabet’s Moonshot X Factory, has launched a €50 million investment fund through his London-based venture firm, Cloudberry Ventures. Mahir 

The goal is to support scientists, engineers and founders developing the breakthroughs needed to power the next decade of global technology.

Sahin, who spent over 15 years at Google helping scale Android from one million users to more than four billion globally, believes the current trajectory of artificial intelligence presents a major challenge.

“The current AI trajectory is unsustainable. We cannot build an exponential digital future on top of a linear physical supply chain.”

Instead of focusing on traditional software investments, Cloudberry Ventures is targeting deeper layers of the technology economy where long-term competitive advantage is created through hardware innovation, materials science and specialised software.

Europe’s deep tech opportunity

Despite Europe producing 43% of the world’s Nobel laureates, the region captures only 11% of global funding and just 2% of Big Tech market capitalisation.

Sahin argues this gap has created an opportunity for overseas investors, with US venture firms often acquiring European deep tech companies at discounted valuations before relocating intellectual property abroad.

However, there are signs of momentum building. The $2 billion Series C funding round for UK-headquartered Nscale, the largest of its kind in Europe, highlights the growing scale of the continent’s deep tech ambitions.

Where Cloudberry is investing

Cloudberry Ventures is targeting Seed to Series A startups, typically investing €1–€2 million per company across three areas:

Industrial Infrastructure – advanced materials, energy innovation and autonomous manufacturing.

Financial Infrastructure – blockchain-enabled cross-border finance and digital asset systems.

Compute Infrastructure – next-generation computing technologies including quantum systems, photonics and Edge AI.

One early investment is Xavveo, a Berlin-based startup developing photonics radar technology designed to give robotics systems full 360-degree environmental awareness.

Backed by global expertise

Cloudberry’s team draws on experience from organisations including Google, Samsung, Airbus and HSBC, offering founders both technical mentorship and international scaling support.

Before launching the new fund, Sahin tested the model through Cloudberry Pioneer Investments, achieving an 86% gross IRR and a 2.4x return on invested capital in just 16 months.

If the strategy succeeds, Cloudberry Ventures could help ensure that Europe’s next generation of breakthrough technologies are not only invented on the continent, but scaled there too.

https://cloudberry.ventures

Atel Q Software Launch & Amazon #1 Bestselling Book

London-Based Voice AI Specialist Launches Software Platform and #1 Amazon Bestselling Book in the Same Week.

Atel Q releases its Voice AI engine for UK SMEs as The New Voice of Business hits number one on Amazon.

Bisola Fasanya, a Voice AI Implementation Specialist based in London, has this week announced a dual milestone: the commercial launch of Atel Q's Voice AI engine software and the publication of her book The New Voice of Business, which reached the number one position in the AI category on Amazon within days of release.

Atel Q is a UK-based SaaS platform that gives small and medium-sized businesses access to Voice AI technology like phone and voice-based AI agents that handle inbound calls, qualify leads, book appointments, and respond to customer enquiries around the clock. The platform is available in two tiers: a self-managed subscription and a fully managed implementation service for businesses that want expert deployment and ongoing configuration.

"Most businesses are asking the wrong question about AI," Bisola told That's Business. "They ask 'are we ready?' and end up comparing platforms for months without ever deploying anything. The right question is: which specific problem do I already have, and do I have the process in place to let AI solve it? That shift in thinking is what Atel Q is built around."

The New Voice of Business is a practical guide to Voice AI adoption for business owners, written for founders and directors who want to understand the technology without the jargon. The book covers seven Voice AI use cases, a readiness assessment framework, and honest guidance on implementation risks and ROI modelling. It is available now on Amazon.com.

The software launch follows Bisola's work implementing Voice AI solutions for businesses across multiple industries.

Bisola is a registered advisor with Enterprise Nation and a member of the London Chamber of Commerce and Industry. She is delivering a public Voice AI workshop on 23 April 2026, open to business owners at all stages of AI familiarity.

Atel Q is a London-based Voice AI organisation offering software, implementation consulting, and business education for small and medium-sized businesses. Atel Q helps businesses deploy Voice AI correctly against real operational problems. Its SaaS platform is available as a self-managed subscription or a fully managed implementation service Find out more at www.atelq.com

The New Voice of Business

Published March 2026. Currently #1 in the AI category on Amazon UK. Available to purchase here:- https://amzn.to/4lXN50g

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Milton Keynes business vies to win coveted British Business Award in star studded ceremony

A Milton Keynes-based finance firm has been shortlisted for a national award, putting the city on the map alongside some of the biggest names in UK business.

Century Business Finance has been named a finalist in the Financial Services Company of the Year category at the British Business Awards 2026.

The company will compete against leading firms including North Capital Management, Ross Commercial Finance, Rural Finance Ltd, Scottish Building Society, Together, Vanguard Asset Management and Wise.

This year’s shortlist features some of the most recognisable names in British and global business, including AstraZeneca, Moderna, Iceland, Warburtons, Nando’s, Dishoom and Holland & Barrett, alongside a mix of high-growth scale-ups, family-owned firms and innovative SMEs from across the UK.

A record number of in excess of 400 companies entered the awards, with those shortlisted independently evaluated across key areas including business performance, innovation, workforce and culture, customer impact, and contribution to the wider economy.

The awards will take place on 30 April at the Edinburgh International Conference Centre, with up to 2,000 business leaders expected to attend. This year’s event will feature a special appearance from George Clooney, alongside keynote speaker Sir Bob Geldof and host Rob Brydon.

Rick Haythornthwaite, NatWest Group Chair, told That's Business: “As Britain’s biggest bank for business, we are proud to once again sponsor the British Business Awards, recognising the outstanding achievements of businesses across all sectors and every part of the UK. Businesses like these are central to our economy, creating jobs, driving innovation, and supporting communities.

"We look forward to celebrating the ambition, creativity and excellence that is at the heart of so many great British businesses in Edinburgh next month, whilst also taking the opportunity to support Social Bite and its vital work tackling homelessness.”

Century Business Finance, founded in 2017, supports small and medium-sized businesses across the UK and has helped more than 1,100 businesses access funding since 2025. Over half of its customers now return for additional funding, reflecting the strength of its service and long-term relationships with business owners.

Ben Larkins, Co-Founder of Century Business Finance, told us: “Being shortlisted for the British Business Awards is a big moment for us. We’ve built Century with a clear focus on making business funding simpler and more accessible for SMEs, and it’s great to see that recognised alongside some of the biggest names in UK business.

"What matters most to us is the impact we have on the businesses we support every day. A large part of our growth now comes from customers coming back to us, which says a lot about the service we provide and the relationships we build.

"We’re proud to represent Milton Keynes on a national stage and we’re looking forward to making our mark in Edinburgh.”

The awards will also raise funds for UK homelessness charity Social Bite, with a target of more than £1 million.

http://www.britishbusinessawards.co.uk

centurybusinessfinance.co.uk

https://www.social-bite.co.uk

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Why Charity Shops Must Be Run Professionally. And Why Rude Volunteers Damage More Than They Help.

Discover why professionalism in charity shops matters, how rude volunteers impact sales and donations, and what charities must do to protect their reputation.

Charity shops are a cornerstone of the UK high street. 

They raise vital funds, support local communities, promote sustainability, and give pre-loved goods a second life. 

But there’s an uncomfortable truth that many shoppers and donors quietly recognise:

When charity shops are poorly run, or staffed by rude volunteers, everyone loses.

The Reality: Good Intentions Aren’t Enough

Volunteers are the beating heart of charity retail. Without them, many shops simply wouldn’t exist. But goodwill alone doesn’t create a positive customer experience.

Charity shops are still retail environments.

Customers expect:

Friendly service

Fair pricing

Clean, organised spaces

A welcoming atmosphere

When those basics aren’t met, shoppers don’t complain, they just stop coming back.

And when donors feel judged, dismissed, or treated poorly, they take their bags elsewhere.

The Cost of Rudeness

It only takes one negative interaction to undo months of goodwill.

Rude behaviour, whether it’s dismissive comments, passive-aggressive attitudes, or outright hostility, can have serious consequences:

Lost sales: Customers walk out and don’t return

Reduced donations: People choose other charities or disposal options

Brand damage: Word spreads quickly, especially online

Volunteer morale issues: Toxic environments drive good people away

In short, poor behaviour directly impacts fundraising, the very purpose of the shop.

Charity Shops Are Businesses. And Should Be Treated That Way

While charity shops exist for a cause, they operate in a competitive retail landscape. They compete with:

Other charity shops

Discount retailers

Online marketplaces like eBay and Vinted

To succeed, they must be run professionally.

That means:

Clear management structures

Proper training for volunteers

Defined customer service standards

Accountability for behaviour

A charity shop should feel just as welcoming and well-run as any high street store, if not more so.

The Volunteer Question: Support, Not Excuse

Volunteers give their time freely, and that deserves respect. But volunteering is not a free pass for poor behaviour.

In fact, volunteers represent the charity’s brand every time they interact with the public.

Charities should:

Provide basic customer service training

Set clear expectations from day one

Address complaints promptly and fairly

Remove volunteers who consistently damage the shop’s reputation

This isn’t about being harsh, it’s about protecting the charity’s mission.

Professionalism Drives Profit (and Purpose)

Well-run charity shops consistently outperform poorly managed ones.

Why?

Because they:

Build loyal customer bases

Encourage repeat donations

Create positive community hubs

Maximise the value of every item sold

Professionalism doesn’t undermine the charitable spirit, it strengthens it.

A Simple Standard: Be Kind, Be Respectful, Be Professional

At its core, this isn’t complicated.

Every charity shop should operate on three simple principles:

Treat every customer with respect

Appreciate every donation

Create a welcoming, inclusive environment

Anything less risks turning away the very people charities rely on.

Charity shops do incredible work. But to continue thriving, especially in today’s challenging retail climate, they must balance heart with professionalism.

Because raising money for a good cause starts with how people are treated at the till.

Discover why professionalism in charity shops matters, how rude volunteers impact sales and donations, and what charities must do to protect their reputation.