Membership Benefits
Our Annual Conference offers a deep dive into the latest trends, innovations, and strategies shaping the customer service landscape in 2024.
Elevate your service strategy and revolutionise your approach to customer satisfaction at the UK’s leading forum for customer experience thought leadership.
Our speaker lineup includes:
- Amol Rajan, Conference Chair, Journalist, Broadcaster & Writer
- Tom Athron, CEO, Fortnum & Mason
- Dame Irene Hays, Owner and Chair of Hays Travel
- Professor Martin Rees, Astronomer Royal
- Aileen Dalisay, Head, AI Partnerships, EMEA, Google
- Andrew Miller, CEO, Motability Operations Group
- Nicola McQueen, CEO, NHS Professionals
- Basil Scarsella, CEO, UK Power Networks
Insight & Thought Leadership
A manifesto for building a Service Nation and a healthy economy
Those who follow our weekly updates and recent media appearances know that I have been…
Boosting the UK economy: investing in service to break out of the âdoom loopâ
May has so far been a mixed month in terms of economic news. The latest forecast from…
Leading by example: the public sectorâs role in elevating customer service
Our membership comprises a good mix of private and public sector organisations, with about a…
Jo Causon as independent expert on BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon joined BBC Radio 5's…
Bloomberg: Bad Service Is in Englandâs Cultural DNA
A recent Bloomberg article on the decline in UK customer…
The Telegraph: Sorry, Gen Z, but this is why you need to pick up the phone
Our CEO Jo Causon was quoted in an article by…
Head to Head with Gillian Chamberlain (Capita)
In our Head to Head series, our CEO, Jo Causon,…
Latest ServiceMark Achievers
Our ServiceMark accreditation recognises members who consistently achieve the highest standards of customer experience excellence – and have aligned their workforce with their service strategy.