Jess and Philippa, partners at iOpener Ltd, are keynote speakers at the annual Institute of Customer Service conference being held at the SAS Radisson at Heathrow on 10-11 October. They will be talking about how happiness at work affects the service-profit chain and what organisations and individuals can do to raise their game.

Philippa Chapman said, ‘It’s obvious that being happy at work is connected to productivity – yet most organisations think about the bottom line, not how to deliver it. And that’s what makes the difference.’

The seminar will bring together hundreds of gurus on customer service from the public and private sector. Jess is contributing to the Institute’s journal and her article will appear in December. The overall conference theme is ‘Raising customer service standards for the 21st century.’

Notes to editors