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…
A challenging and rapidly changing landscape
Earlier this week, I had the pleasure of addressing 400 business leaders at our Annual Conference. As I noted during my keynote, we are operating in a period of intense…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will be welcome news to retailers after a damp December, as…
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,…