The blog for smart businesspeople
Friday, 14 August 2026
That's Food and Drink: At 76, Shashi Aggarwal Takes Her Family’s Spice Ki...
That's Food and Drink: At 76, Shashi Aggarwal Takes Her Family’s Spice Ki...: There is something especially heart-warming about a family business built around food, heritage and conversations at the kitchen table. Now...
AI? Customers Still Want a Human Voice in an Increasingly Automated World
According to exclusive YouGov research commissioned by Answer4u, 90% of UK adults prefer speaking to a real person when contacting a business. Almost three quarters, 74%, strongly favour human interaction, while just 2% would rather deal with an AI-powered chatbot, virtual assistant or automated telephone service.
The survey of 2,046 adults reveals a sizeable gap between the rapid adoption of AI by businesses and what customers actually want or need from their service experience. The preference for human contact was particularly strong among people aged 55 and over, reaching 95%.
This does not mean companies should reject AI. Used well, automation can deliver immediate answers to straightforward questions, process appointment bookings, provide information outside normal working hours and reduce waiting times.
The problem begins when businesses use technology to create barriers rather than remove them.
Customers quickly become frustrated when chatbots fail to understand a question, automated telephone menus offer no suitable option or there is no clear way to reach a real person. What may appear to be an efficient, money-saving system from inside the business can feel impersonal and obstructive to the customer.
“Businesses often assume the conversation is about choosing between AI and people. Our experience tells us it’s a much more practical decision than that,” Mark Menhennet, co-founder of Answer4u told That's Business.
“Customers want quick answers when their enquiry is straightforward, but they also want confidence that a knowledgeable person is available when the conversation becomes more complex.”
That distinction should guide future investment. AI is well suited to repetitive, predictable enquiries, but situations involving complaints, unusual circumstances, vulnerable customers or emotionally sensitive subjects require understanding, flexibility and judgement.
For businesses, the strongest strategy is therefore likely to be a hybrid one. Automation can handle routine work while trained employees concentrate on conversations where their expertise adds genuine value. Crucially, customers should always be given a simple and visible route to human assistance.
Answer4u’s director of operations, Stuart Wilson, said the challenge was not whether businesses should adopt AI, but where it improved the customer experience and where a skilled person delivered greater value.
The findings offer a timely warning: efficiency should not be confused with good service. AI can help businesses answer more enquiries, but customer loyalty is built through trust, reassurance and feeling heard.
The future of customer service will undoubtedly involve more artificial intelligence. Successful businesses, however, will use it to support human relationships, not to avoid them.
Vodafone Business and Tata Join Forces to Accelerate UK Digital Transformation
The agreement sees TCS join Vodafone Business’ expanding strategic partner ecosystem. By combining their respective strengths, the companies aim to give customers access to a broad range of connectivity, cloud, artificial intelligence and digital transformation services.
Vodafone Business, the enterprise division of VodafoneThree, contributes considerable expertise in connectivity, cyber security, cloud computing and digital services. TCS brings global experience in technology consulting, systems integration, sovereign cloud solutions, AI and large-scale business transformation.
Together, the companies will support organisations in sectors including healthcare, education, financial services, manufacturing and retail. The partnership will also work with businesses operating within critical national infrastructure, where secure, resilient and scalable digital systems are particularly important.
The collaboration forms part of VodafoneThree’s £11 billion investment programme, which is intended to create what it describes as the UK’s best network for business. This investment should provide organisations with stronger digital foundations from which to modernise their operations, introduce new services and pursue sustainable growth.
TCS also has substantial experience within the British market, having supported UK enterprises for 50 years. According to the company, its activities have helped create approximately 42,000 jobs directly and indirectly across the country.
Nick Gliddon, Business Director at VodafoneThree, said that many British companies possess the ambition to modernise but face challenges when attempting to put their plans into practice.
“The challenge for many organisations is not ambition, it is execution: making the right technology choices, integrating them properly and turning investment into measurable impact,” he explained to That's Business.
The partnership is expected to concentrate on several priority areas. These include cloud migration, AI and automation, cyber security, network modernisation, data analytics, connected business applications, the Internet of Things, managed services and operational transformation.
Vinay Singvi, Head of UK and Ireland at TCS, said the combination of AI, digital transformation, industry knowledge and technological expertise could unlock greater value for Vodafone Business, TCS and their customers.
For UK enterprises, this partnership promises more than simply access to new technology. By offering integrated expertise and practical support, Vodafone Business and TCS hope to reduce complexity, accelerate transformation and help organisations turn their technology investments into measurable commercial improvements.
Thursday, 13 August 2026
Could AI Be Misrepresenting Your Business?
However, new research suggests the information they provide isn't always accurate.
The State of AI Business Accuracy Report 2026, published by AI visibility specialist LLM Listed, examined how ChatGPT, Gemini, Claude and Perplexity represented 250 businesses across 20 industries.
Although the platforms correctly identified the basic purpose of a business in 92% of responses, their answers became less dependable when commercially important details were requested.
The study found 28% of responses omitted significant products, services or specialist capabilities. Five per cent confused a company with an entirely different business, while only 46% of companies received broadly consistent recommendations across all four platforms.
Local businesses appeared particularly vulnerable, being four times more likely than nationally recognised brands to be materially misunderstood.
Other findings included company founders being identified correctly in 70% of responses and headquarters in 85%. Some 23% of pricing answers contained specific figures, many of which appeared speculative or could not be linked confidently to authoritative sources.
Companies’ own websites appeared as sources in 40% of recommendation responses, while Reddit appeared in 35%.
This matters because customers may use an AI assistant’s answer to eliminate a business before visiting its website. Incorrect information about prices, services, geographic coverage, accreditations, leadership, security or product compatibility could quietly cost companies enquiries and sales.
“There is no single definitive AI answer about a company,” explained LLM Listed founder Ben Harper. “ChatGPT may represent it accurately while Gemini relies on older information, or Perplexity may emphasise a source that produces a completely different conclusion.”
In response, LLM Listed has launched its AI Brand Protection service. Its initial 30-to-60-day programme creates a verified company fact base, tests multiple AI platforms, identifies repeatable inaccuracies and investigates conflicting or missing sources. Correction work is then prioritised before the original questions are tested again.
The company stresses that it cannot control answers generated by independent AI platforms. Instead, the service aims to improve the authoritative information available to those systems and establish ongoing monitoring procedures.
For businesses, this highlights an emerging form of brand governance. Companies already monitor press coverage, search results, reviews and social media. They may now need to scrutinise what AI assistants tell potential customers, especially following a rebrand, acquisition, price change, executive appointment, new certification or product launch.
Being absent from an AI answer may represent a missed opportunity. Being confidently misrepresented could pose a much more immediate commercial and reputational risk.
You can read the report here https://llmlisted.com/research/ai-business-accuracy-report-2026
Wednesday, 12 August 2026
Cafédirect Unveils Its Biggest Out-of-Home Refresh Yet
The updated proposition has been designed around the practical needs of hospitality and workplace operators. Cafédirect says it recognised that businesses require coffee ranges that are easy to understand and purchase, while still delivering the consistent quality increasingly expected by customers.
The out-of-home coffee market has changed dramatically over the past decade. Consumers now expect an enjoyable, high-quality cup of coffee in almost every setting, from cafés and hotels to workplaces, universities, bars and transport hubs.
At the same time, ethical consumerism has moved closer to the mainstream. Customers are not simply interested in how coffee tastes; many also want to know where it came from and whether the people who grew it were treated fairly.
Cafédirect has spent over 30 years championing responsible coffee sourcing. Its refreshed packaging will make those ethical credentials more visible, helping operators communicate the story behind the coffee they serve.
Eleanor Morris, Cafédirect’s Out-of-Home Trade Marketing Manager, told That's Business that customers now expect exceptional coffee wherever they are and want “quality without compromise”.
She added operators need coffee that is consistently delicious and which they can feel proud to serve. Cafédirect believes long-term partnerships with farmers can help farming communities build more prosperous and resilient futures while securing supplies of quality coffee for future generations.
The simplified portfolio includes House Espresso, supplied as a 1kg blend and developed specifically for bean-to-cup machines. It is intended to provide a consistent, high-quality espresso in venues where convenience and reliability are essential.
House Blend Filter Coffee is available in 60g and 180g sachets, recognising the needs of high-volume outlets wanting to serve dependable filter coffee efficiently.
A 100% Arabica Espresso Blend, supplied in 1kg packs, has been created for businesses operating traditional espresso machines. Meanwhile, the Single Origin Colombian Filter Coffee offers a more premium brewed coffee option for operators wishing to broaden their menu.
For hospitality businesses, choosing a streamlined coffee range can simplify staff training, stock management and purchasing decisions. Cafédirect’s refresh also gives operators an opportunity to respond to growing customer interest in provenance and social responsibility.
In an increasingly competitive marketplace, a good cup of coffee is no longer merely an extra. It can be an important part of the customer experience, and the values behind it may be almost as important as the flavour.
To learn more please visit https://www.cafedirect.co.uk
Tuesday, 11 August 2026
Clean Plates, Clean Reputation: Why Hygiene Matters in Every Eating Establishment
My wife and I recently witnessed a particularly worrying example.
We had already ordered and finished our meals and drinks when we noticed a member of staff washing used cups, plates and glasses under a running cold-water tap, using the same sponge-on-a-stick for everything.
What made the situation even more extraordinary was that she was standing next to a modern commercial dishwashing machine.
Whatever the explanation, from a customer's perspective it immediately raises questions about hygiene, and once customers start wondering whether the crockery and glasses are properly clean, confidence in the entire establishment can disappear remarkably quickly.
Hygiene Is a Business Issue
Cleanliness isn't simply something for the kitchen staff to worry about. It is fundamental to running a successful hospitality business.
Customers reasonably expect the plate beneath their sandwich, the cup containing their coffee and the glass holding their drink to have been properly cleaned.
Commercial dishwashers exist for a reason. Correctly operated and maintained, they provide a controlled and repeatable cleaning process. Handwashing items under running cold water with the same cleaning implement does not inspire anything like the same confidence.
There is another important consideration: cross-contamination.
Using the same sponge or brush repeatedly on different dirty items can potentially transfer contamination from one surface to another. Cleaning equipment itself therefore needs appropriate cleaning, replacement and management.
Customers Notice More Than You Think
Business owners sometimes underestimate just how observant customers can be.
People notice sticky tables, dirty menus, stained cutlery, overflowing bins, unpleasant toilets and staff handling food without appropriate attention to hygiene. They also notice what happens behind the counter.
And today, one customer's observation can quickly become everybody's observation.
A poor hygiene experience can result in negative reviews on Google, Tripadvisor and social media. A photograph or video can spread even further.
Years of work building a good local reputation can be undermined surprisingly quickly.
Why Wasn't the Dishwasher Being Used?
The incident we witnessed also raises an important management question.
Why would an employee wash crockery and glasses in this fashion when a commercial dishwasher was immediately beside her?
Perhaps the machine was temporarily faulty. Perhaps the employee hadn't been trained to operate it. Perhaps someone was trying to save electricity. Or perhaps poor practices had simply become normalised.
Whatever the reason, management needs to know.
Installing expensive commercial equipment achieves very little if employees aren't trained to use it properly or managers don't ensure agreed hygiene procedures are actually followed.
Training Should Never Be Assumed
Hospitality businesses often experience high staff turnover, which makes good induction and refresher training particularly important.
Managers should ensure employees understand not merely what they are expected to do, but why the procedures matter.
That includes appropriate procedures for washing crockery and utensils, hand hygiene, cleaning food-contact surfaces, preventing cross-contamination, waste disposal and cleaning toilets and customer areas.
Managers should also periodically observe what is happening during an ordinary working day rather than assuming written procedures are being followed.
Cleanliness Builds Customer Confidence
There's also a positive business case for excellent hygiene.
Walking into a spotless café or restaurant immediately creates confidence. Clean tables, sparkling glasses, properly presented cutlery and well-maintained toilets quietly tell customers: we care about standards here.
That impression extends to the food.
Customers cannot see everything happening inside a kitchen, so the cleanliness they can see becomes an important indicator of the standards they cannot.
And don't underestimate toilets. Customers often judge the cleanliness of an entire establishment by the condition of its lavatories. If they're dirty, some diners inevitably wonder what the kitchen looks like.
The Cost of Getting It Wrong
Poor hygiene can ultimately cost considerably more than the few minutes supposedly saved by taking shortcuts.
There are potential complaints, refunds, negative reviews, lost repeat business and reputational damage. More serious failures can involve foodborne illness and intervention from environmental health authorities.
For independent cafés and restaurants in particular, reputation is immensely valuable.
One unhappy customer might represent considerably more than the loss of one meal. If that customer would otherwise have visited every fortnight for several years, the lifetime value of their business could run into hundreds or thousands of pounds.
Managers Need to Look Through Customers' Eyes
Every hospitality manager should occasionally walk through their establishment pretending they are visiting for the first time.
Look at the entrance. Look underneath tables. Pick up a menu. Examine the glasses. Visit the toilets. Watch how tables are cleared and cleaned. Observe how crockery is handled.
And, importantly, watch what staff do when they don't realise management is watching.
The café incident my wife and I witnessed demonstrates why this matters.
A commercial dishwasher was sitting right beside the employee, yet cups, glasses and plates were being washed under running cold water with the same sponge-on-a-stick.
Whether that represented a one-off mistake or established practice, as customers we couldn't possibly know.
And that is precisely the problem.
In hospitality, customers shouldn't have to wonder whether something is clean.
They should be able to take it for granted.
For café, pub and restaurant owners, cleanliness isn't merely good hygiene. It's good management, good customer service and, ultimately, good business.
Saturday, 8 August 2026
Should Prize Draw Advertising Be More Transparent? Loud! OOH Calls for New Standards
Independent out-of-home advertising agency Loud! OOH is calling on UK media owners to introduce voluntary disclosure standards for prize draw and competition advertising, particularly as the company expects outdoor advertising expenditure from the sector to increase substantially.
Loud! OOH has proposed four measures that it believes should become standard practice.
The agency wants the free entry route to be clearly legible on the advertisement itself, rather than hidden away in terms and conditions. It also wants either the odds of winning or the total number of permitted entries displayed alongside the advertised prize.
Where an expensive physical prize such as a house or car is promoted, any available cash alternative should also be disclosed.
Finally, Loud! OOH wants advertising sites to be screened for their proximity to schools and colleges, effectively applying similar precautions to those governing gambling advertising.
The debate comes as the rapidly expanding prize draw industry begins to formalise.
The Government's Voluntary Code of Good Practice for Prize Draw Operators came into force on 20 May 2026, while around 50 operators subsequently formed the Prize Competition Council in July.
Research commissioned by the Department for Culture, Media and Sport found that approximately 7.4 million UK adults had entered a prize draw or competition during the preceding year, collectively spending an estimated £1.3 billion.
Loud! OOH founder Jamie Roberts believes outdoor advertising could be particularly valuable to operators because one of the industry's biggest challenges is consumer trust.
Unlike an advertisement appearing privately on someone's phone, a billboard exists conspicuously in public. It is sold through an identifiable media owner, can be seen by thousands of people and can be independently checked.
However, Roberts argues that this visibility brings responsibilities.
“If the free entry route is the only reason a prize draw poster is legal, it should be readable from the top deck of a bus, not buried three clicks into a terms page,” he told That's Business.
Perhaps significantly, Roberts acknowledges that the proposed restrictions could potentially limit business available to his own agency.
His argument is that the out-of-home industry has an opportunity to establish sensible standards before regulation is imposed upon it.
For media owners, advertising agencies and competition operators, that could prove an important point.
The prize draw industry represents a potentially valuable new advertising category. But if greater transparency helps strengthen consumer confidence, responsible advertising standards could ultimately be good for the businesses involved as well as their customers.
For an industry built around the tantalising possibility of winning something extraordinary, trust may turn out to be the most valuable prize of all.
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