Member Experience Day – M&S (12 Nov 2026)

This Member Experience Day is exclusive to members of The Institute. Our upcoming Member Experience Day will be hosted by Marks & Spencer at their Chester offices.

Join us for this exclusive Member Experience Day and gain an inside look at how M&S approach service excellence. Hear from the team about their service strategy, practical insights and approaches to delivering great customer experiences, with the opportunity to network with fellow members from the UK’s leading organisations.

Jo Causon, The Institute’s CEO, will be joined by Anna Cook, Customer Director & Rhian O’Hare, Head of Customer Services to host this session.

This session will include: 

• Welcome and scene setting by Jo Causon, CEO, The Institute of Customer Service
• Member session by Anna Cook, Customer Director & Rhian O’Hare, Head of Customer Services:
  • An insight into how M&S are transforming their business.
  • How Marks & Spencer are using artificial intelligence (AI) blended with the human touch as part of their transformation plans.
• Fireside chat & Q&A – Jo Causon, CEO, The Institute & Anna Cook, Customer Director
• Tour of M&S – exhibition stands in the atrium area showcasing their work on Customer Insight, L&D, Technology & Change Governance

Attendance is limited to two individuals per member organisation