Member Experience Day – Laithwaites Wine (21 May 2026)

This Member Experience Day is exclusive to members of The Institute. Our upcoming Member Experience Day will be hosted by Laithwaites Wine at their Gloucester headquarters.

Jo Causon, The Institute’s CEO, will be joined by Martyn Oakley, Group CIO, Andy Hawker, Customer Service & Logistics Director, Anna Tandy, Head of Customer Service & Andrew Harris, Head of Direct Sales to host this half day session.

Join us to hear from Laithwaites on their vision for the future both in the UK and globally, what service means to them and their approach to service excellence. This event offers you an excellent forum to network with fellow members from the UK’s leading organisations.

This session will include: 

• Welcome and scene setting by Jo Causon, CEO, The Institute of Customer Service
• Vision session/presentation by Martyn Oakley, Group CIO & Andy Hawker, Customer Service & Logistics Director
• Member session by Martyn Oakley, Group CIO & Andy Hawker, Customer Service & Logistics Director:
  • What service means to Laithwaites
  • What drives Laithwaites’ approach to service excellence in an environment where personalisation, productivity and supply chain delivery is key
  • What the future of customer service looks like for Laithwaites
  • Fireside chat & Q&A – Jo Causon, CEO, The Institute & Martyn Oakley, Group CIO
• A tour of the distribution centre