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While disagreement is absolutely fine, we may remove comments for the following reasons: use of abusive and/or offensive language use of defamatory remarks simply criticising a company. The Institute is…
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What is a privacy and electronic communications policy and why is it needed? A privacy policy is needed to ensure organisations and individuals who interact with The Institute of Customer…
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Use of this Website By using this website, you agree to be bound by these terms and conditions and all applicable laws. Intellectual Property Rights All copyright and other intellectual…
Customer Focus Magazine
In this edition on Emloyee Engagement and Retention, we dive into key strategies for retaining top talent, fostering engagement, and building a service culture that drives long-term success. Our May 2025 magazine features:
- Dame Irene Hays, Owner and Chair of Hays Travel
- Michelle West-Wiggins, Customer Experience Director at Cirencester Friendly Society
- Conor Rand, Labour MP for Altrincham and Sale West
- Craig Elvin, Executive Search Consultant and Director at Executive Heads
- Mia Manson-Bishop, Customer Experience and Membership Director at David Lloyd Clubs.
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All-Party Parliamentary Group
We are the secretariat for the All-Party Parliamentary Group (APPG) on Customer Service, which is run by and for Members of the Commons and Lords. We invite expert speakers and…
Public Affairs
As the professional body for customer service, we work to ensure parliamentarians, policymakers and regulators recognise the vital importance of customer service in boosting the UK economy. We work to…
Speaking Engagements
Our CEO, Jo Causon, is regularly invited to give keynote speeches at conferences. Jo is an experienced and passionate speaker on the vital importance of customer service for organisations and…