Annual Conference
Tickets
The ‘lost generation’ challenge will define the next decade of the service agenda – and the UK
Former Minister Alan Milburn’s report warns that Britain is at risk of a ‘lost generation’, with more than a million young people not in work, education, or training (NEETs). That…
A summer of travel disruption will challenge the end-to-end service experience
The warm weather this week, beyond being a struggle at points, has finally signalled the beginning of summer and is a clear reflection on the impact of climate change! The…
The King’s Speech is only a start – now policy must pass the service test
The King’s Speech on Wednesday set out the Government’s response to the volatile economic and geopolitical environment impacting businesses and consumers, defined by the cost of living, slow growth, and…
Unless we think long-term, Britain will be stuck in Groundhog Day
There’s something almost Groundhog Day-like about the morning after an election. We wake to votes still being counted, maps being coloured in, and a familiar chorus of: "What does this…
Service Culture Index Launch Webinar
The Institute is pleased to introduce the newly relaunched Service Culture Index (formerly ServCheck), an independent benchmark designed to help organisations understand and strengthen their service culture at its core…
Human judgement remains critical in an AI world
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was an emphatic no, but it made me reflect on why…
Jayne Wall
Jayne is the Director of Central Operations at Marks & Spencer
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,…
Service Culture Index Launch: Member-exclusive webinar (7 May 2026)
We’re excited to unveil the launch of our Service Culture Index, the renamed and improved version of ServCheck - a more accessible, diagnosis tool for measuring your customer service culture…