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
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…
Tech and customer service – the code to getting it right
Last weekendâs Financial Times Magazine was a fascinating conversation and deep dive into the state…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ânormalâ? Most of us would probably agree that…
Head to Head with Joanna Swash (Moneypenny)
In our Head to Head series, our CEO, Jo Causon,…
Head to Head with Phillippa Cardno (Newbury Building Society)
In our Head to Head series, our CEO, Jo Causon,…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured…
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.