New services launched at The Institute of Customer Service AGM & Members’ meeting

29th Sep 2016

On Wednesday 28 September, The Institute of Customer Service held its Annual General Meeting and Members’ meeting at Church House in Westminster.

In addition to the formal proceedings, led by The Institute’s CEO, Jo Causon, the Members’ meeting officially launched Deliberata – the Institute’s new strategic insight arm, the Academy, and new membership offerings.

Founded by The Institute of Customer Service, Deliberata is a brand new company which works with organisations to utilise their existing data sources to deliver customer service strategies backed by insight. The company is headed up by Dr Tom Wormald who joined The Institute earlier this year. More information can be found at

The Institute of Customer Service Academy is a centre of excellence for end-to-end delivery of customer service personal development. It offers a wide range of people development programmes, professional training and courses for employees in customer facing roles, delivered by an expert team. For more information visit the Academy pages of The Institute website.

Finally, The Institute’s new and improved membership offerings were shared with members. The ‘Pathway’, ‘Discovery Roadmap’ and ‘Trusted Advisory Networks’ membership offers have been developed to meet the needs of organisations, wherever they are on their customer service journey. Full details of our membership offerings and how The Institute supports organisations to deliver excellent customer service can be found here.

Jo Causon, CEO of The Institute of Customer Service said: “Our members recognise that customer service makes a tangible difference to organisational performance. The challenge they face is how to turn customer insight into action so that customers’ experience leads to recommendation, repeat purchase and loyalty.

“We listened to what our members want, and our new offerings combine to ensure we can help UK organisations on their journey to customer service excellence.”


Notes to editors

For further information please contact: 

Helen Glover or Mike Petrook (Institute press office)
E: [email protected] or [email protected]
T: 020 7260 2698 (Helen) or 020 7260 2631 (Mike)

About The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to

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