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Press Release

News and Media - Interserve

Keys to providing an excellent Customer Experience

by Interserve Press Office | Nov 21, 2018

Keys to providing an excellent Customer Experience

Interserve hosted its inaugural Customer Experience Practitioner Programme aimed at developing people and sharing best practice.

Our dedicated customer experience (CX) team ran the event, which is the first open to the company’s customers.

More than 30 customers and colleagues attended the two-day session, held at the company’s Ingenuity House. Organisations represented included RNLI, CMS, E.ON, DEFRA the BBC and NHS.

Iain Shorthose, customer experience director, and Interserve’s CX team has been working with CX practitioners from across the company to help drive best practice for the past 18 months. This week (13/11/18) the company opened the practitioner development sessions to outside organisations to help further develop approaches to CX.

Iain said: “Our commitment to delivering the best possible customer experiences sets us apart from our competitors.

“CX is integral to what we offer and how we do business. It is a value-add service and a core part of our proposition. We believe that everyone has a part to play in ensuring we deliver great experiences whether they are customer-facing, or in the support of those that are.

“We are delighted to open the doors to our development sessions to our clients. It gave everyone a unique opportunity to share experiences, to promote best practice and to learn. I am looking forward to hosting more of these events to help further cement Interserve’s position as a market leader in this area and to create value for our customers.”

Presentations were delivered on subjects ranging from the importance of defining what constitutes a customer through to the power of emotion and human interaction and looking at what excellent CX can deliver, including: business retention, growth, driving additional business and staff morale.

Iain said: “Different organisations are at different stages of their evolution regarding the practical application of CX. Interserve brings thought leadership to this increasingly crucial aspect of modern business regardless of who their customer is.

“Over the last two days we’ve talked about internal customers, patients, students, retail customers and visitors, corporate and technical colleagues.

“We encouraged attendees to think creatively about CX so that when they get back to their workplace they are in a position, with their client, to implement some of the theory and apply the practical tools they’ve learnt.

“It is easy to forget the importance of emotion when working with people accessing our services. We had some fascinating discussions and workshops aimed at improving how we all think about CX and the need to meet both rational and emotional needs.”

As well as including internal support functions like HR, IT and HSE, the session was open to different parts of Interserve’s business, such as Interserve Learning and Employment and Construction.

The next event will be in February. To register interest, please email:


For further information please contact:

Stephen Hallmark
Media Relations Manager, Interserve

About Interserve

Interserve is one of the world’s foremost support services and construction companies. Everything we do is shaped by our core values. We are a leader in innovative and sustainable outcomes for our clients and a great place to work for our people. We offer advice, design, construction, equipment, facilities management and frontline public services. We are headquartered in the UK and FTSE-listed. We have gross revenues of £3.7 billion and a workforce of circa 75,000 people worldwide.
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