Page 15 - BOSS Today Issue 61

BOSS Today #61 SPECIAL REPORT PEOPLE & CULTURE FORUM BOSS Today #61

EJ: “Last year, we launched our AI CE: “I think the key challenges are EJ: “With a strong, scalable business model
chatbot, which handles hundreds of the economic environment and cost/ in place, we’re excited to bring it to more
enquiries every month. This year, we’re inflationary/regulatory pressures, as well high streets in the months and years
exploring AI-powered tools to improve as digitisation.” ahead. Our plan is simple: keep improving
inventory forecasting and optimise pricing our current performance, expand our
strategies. We’re also looking at digital PW: “Our most significant challenge, store network, develop our team, and stay
solutions to make Post Office services outside of general business pressures due responsive to changing customer needs.”
more seamless, helping customers to to the recent announcements of changes
save time when they visit. While human to National Living Wage and NI increases, The one panel member who was a
interaction remains at the heart of our is the speed of product mix changes.” manufacturer inevitably focussed on
business, the effective use of technology different areas:
will help us work smarter and deliver even Indeed, the fourth panellist focussed not
better service.” only on declining core product demand CE: “The biggest opportunities are: People & Culture
but also on growth and human resources consumers and business still appreciate
Indeed, another expressed caution about challenges: and buy value, quality and sustainable
ensuring that customers were safeguarded solutions; vertical markets; leveraging our
from the potential negative effects of AI DL: “The OP BS space is in fatal decline and competitive edge over weaker and less Forum
on impressions of personal service: there’s a lot of heads in the sand. Scaling stable competitors. Our industry remains
quickly with the resources to support. of significant size and opportunities!”
PW: “We are always exploring AI and Recruitment of top people.”
new technologies to improve efficiency Finally, one simply commented:
and customer experience for both Q: What do you see as your greatest
ourselves and our dealers. Last year, we opportunities in 2025? DL: “Being different ........ be a disruptor!”
implemented elements of automation
within our customer experience All four of our panellists were positive Martin Wilde – the author of this article - is BOSS CREATE A NEW SPECIAL INTEREST GROUP
department that removed c150 hours about the opportunities that they Managing Director of OP market research
per week of manual tasks. This improved expected this year. specialists Martin Wilde Associates Ltd
our turnaround time for customer query For one, these presented themselves in (www.martinwildeassociates.com).
resolution. We want to be strategic in our terms of new products and customers: ue to the Employment Law Reforms
adoption of AI, focusing on areas where Dannounced in 2024 BOSS, in reaction
it can genuinely to add value and improve PW: “We see a huge opportunity for to requests from members, has created BOSS Special
efficiency without sacrificing the personal growth in multiple categories and routes a People and Culture Forum. This Interest Groups
touch that sets us apart.” to market. Under the umbrella of Facilities group, whose first meeting was held in
Supplies, there is an ever growing need November 2024, brings together senior
Q: What do you see as your most to develop our stocked ranges that our HR and People and Culture leads in the The BOSS community is a network
significant challenges in 2025? customers have demand for within the industry to share best practice and of like-minded industry peers
key verticals they service: care homes, understand upcoming legislation. with a wealth of sector specific
Nearly all of the panel members believed hospitality, and education etc.” Including representatives from knowledge to share, comprising
that the economic environment – Advantia, ACCO, Brother, evo Group, sub-groups which have their own
including the response by consumers – While another foresaw business growth Fellowes, Lyreco, Mitsubishi Uni-Ball, goals and key focuses, with the
ambition of improving processes
presented the major challenge in 2025: opportunities primarily in terms of Viking and YPO, the group will look to
for the benefit of our industry.
opening new stores: cover the following:
EJ: “With tax increases, wage adjustments, n BOSS Dealer Group Forum
and fluctuating consumer confidence, n Imminent new legislation n BOSS Environmental Forum
balancing affordability with profitability n Employment law & skills reforms n BOSS Leaders of the Future
Committee
will be key.” n Training & apprenticeships At the Forum’s next meeting in March,
n BOSS Manufacturers’ Forum
n Mentoring Kate Hulley, Owner/Manager at Belmont n BOSS Policy & Public Affairs
However, for two of these, the n Diversity and inclusion Packaging, will be speaking on their Committee
macroeconomic problems were also n Employee well-being transition as a business to a four-day n BOSS Synergy Group
accompanied by more specific challenges n Leadership and management working week. n Writing Instruments Association
in terms of changing product demand: n Company culture For more information on
n Employee engagement If your company would like to be BOSS Special Interest Groups,
n Professional development involved in the BOSS People & Culture click here.
n Remote work Forum, please contact Liz Whyte at
n Recognition and rewards liz@bossfederation.co.uk

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