Membership Benefits
Our Annual Conference offers a deep dive into the latest trends, innovations, and strategies shaping the customer service landscape in 2024.
Elevate your service strategy and revolutionise your approach to customer satisfaction at the UK’s leading forum for customer experience thought leadership.
Our speaker lineup includes:
- Amol Rajan, Conference Chair, Journalist, Broadcaster & Writer
- Tom Athron, CEO, Fortnum & Mason
- Dame Irene Hays, Owner and Chair of Hays Travel
- Professor Martin Rees, Astronomer Royal
- Aileen Dalisay, Head, AI Partnerships, EMEA, Google
- Andrew Miller, CEO, Motability Operations Group
- Nicola McQueen, CEO, NHS Professionals
- Basil Scarsella, CEO, UK Power Networks
Insight & Thought Leadership
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ‘normal’? Most of us would probably agree that…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO Jo Causon discusses the work of The…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
Undergoing ServiceMark accreditation is an opportunity for organisations – of…
Head to Head with Matthew Pratt (Redrow)
In our Head to Head series, our CEO, Jo Causon,…
Latest ServiceMark Achievers
Our ServiceMark accreditation recognises members who consistently achieve the highest standards of customer experience excellence – and have aligned their workforce with their service strategy.