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…
Annual Conference
Tickets
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…
James Mitton
James is Director General for the Enterprise Transformation Group at HMRC
Building service skills for the future
There has been a lot of news recently about the growing number of young people not in employment, education or training, or ‘NEETs’. Recent figures suggest that there are almost…
Annual General Meeting and Members’ Meeting 2026 (8 Jul 2026)
Our Annual General Meeting and Members' Meeting is an exclusive member-only event, providing a unique opportunity to network with top UK organisations and gain insights from best practices. It will…
Leading through economic uncertainty: agile service leadership fosters enduring customer loyalty
Despite an optimistic start to the year, the UK now faces yet more economic headwinds as global uncertainty continues. Whether it’s the conflict in Iran, rising protectionism or supply chain…