Our charity partner – The Trussell Trust
About the Trussell Trust At the Institute, we are committed to giving something back to the community, so we have partnered with the Trussell Trust to support their hard-working efforts…
National Customer Service Week 2022 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week. We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated…
Making the most of membership: internal communications
To help you make the most of your membership, we have collated some useful resources below, which you may want to use in your internal communications. Some member benefits are…
Membership information for supplier partners
Our members really value the benefits of our membership and find that when their key suppliers are also members, they are better aligned in terms of methodology, structure and values…
Time to move forward and build for the future
By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19…
National Customer Service Week
National Customer Service Week (NCSW) is a great opportunity to celebrate the vital role customer service plays in our businesses and communities. Taking place annually in the first week of…
Sonia Astill
Sonia Astill is the Chief People Officer at Wickes Group, a role she's held since 2019. She brings a diverse background in HR and organisational development, having worked across retail,…
Jayne Wall
Jayne is Director of Central Operations at Marks & Spencer, with accountability for national retail operations and transformation, customer operations, operating models, productivity, and retail safety and security. She leads…
Another rise in customer satisfaction brings encouragement and opportunity
After what has been a whirlwind week for global dialogue and economic data at Davos, it is encouraging to be able to reflect on some positives. Against a backdrop of…
Consumer confidence is the missing piece of the growth puzzle – service can change that
As we step into 2026, many organisations will be eager to put a year of economic uncertainty behind them and seize the opportunities ahead. And despite pessimism in some quarters,…