The Institute was founded by Roger H. Nunley. While at The Coca-Cola Company, he took a small correspondence function and developed it into a world-class customer service. Many of Coca-Cola's customers sought Roger's advice on how to improve their Customer Service operations.
Finding that many companies had several separate internal service functions requiring similar resources, convinced him of the need for an all-in-one industry resource. So, in 1994, he established the Customer Care Institute.