Institute of Customer Service
Toni Shergold currently serves as the Head of Client Relationship Management at the Institute of Customer Service, where responsibilities include leading a team to enhance membership engagement and implementing operational business plans. With extensive experience in customer experience and strategy, Toni previously held positions such as Customer Strategy Director at Mercedes-Benz Retail Group and Head of Customer Experience at Carpetright. Additional roles include managing customer and employee experiences at Nationwide Building Society and owning a wedding stationery business. Toni's career showcases a strong focus on customer satisfaction, team leadership, and strategic planning across various sectors.
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Institute of Customer Service
We are the independent professional membership body for customer service, working across all sectors to drive business performance through service excellence. We exist to improve your business performance by improving your customer experience. By working with business, the public sector and the Government, we are positioning the UK as world leaders in service – to build a strong economy.