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The Service Nation: Driving Growth Through Connection

Our Annual Conference is the UK’s largest platform for customer service thought leadership and best practice. It features top speakers from various industries and is ideal for business leaders and service professionals, from board members to managers.

This year, our theme is ‘The Service Nation: Driving Growth Through Connection: as one of the four pillars of the Service Nation, we will focus on the critical role of customer service as a driver for sustainable growth in navigating today’s ever-changing landscape and creating a better future.

Join us to network, share best practice and gain insights to meet your business objectives and interact with top CX, research, and technology providers at our exhibition area.

Member tickets

Launch price

£595
Book here

Non-member tickets

Launch price

£780
Book here
Annual Conference 2026
Launch price now available

Date

Tuesday 10 March, 2026

Venue

Hilton on Park Lane, London

Hear from experienced speakers on how effective connection can improve service
Connect with peers, industry experts & thought leaders
Access the latest industry trends to help you maximise productivity
Equip yourself with practical tools and strategies to drive sustainable growth
Previous Annual Conference Speakers
Click image for bio:
Jon Paull

Jon Paull

Chief Operating Officer, Octopus Energy Group & Kraken Technologies
Hannah Gibson

Hannah Gibson

CEO, Ocado Retail
Jo Causon

Jo Causon

CEO, The Institute of Customer Service
Alison Platt

Alison Platt

Chair of Hargreaves Lansdown
Simon Roberts

Simon Roberts

CEO, Sainsbury’s
Oke Eleazu

Oke Eleazu

Founder/CEO, Elevate Colour
Louise Beardmore

Louise Beardmore

CEO, United Utilities
Tom Athron

Tom Athron

CEO, Fortnum & Mason
Dame Irene Hays

Dame Irene Hays

Owner & Chair, Hays Travel
David Wood

David Wood

CEO, Wickes
Official Exhibitors 2025:

Explore exhibition opportunities available at our Annual Conference, enabling your organisation to align with The Institute of Customer Service, industry excellence and highlight your brand as key player in the industry. For further information on all commercial opportunities available please contact: sara.yarrow@icsmail.co.uk

Feedback from previous conferences:

“If you are passionate about customer experience and the part you can play in growing a Service Nation, this is an opportunity to hear from leading experts across a variety of business sectors, as well as a fantastic way to grow your network!.”

Paula Dawson, Head of Customer Support Services, UKSBS

“Definitely attend, an opportunity to spend the day immersed with like minded service obsessed senior professionals, to help develop and challenge your current position and thinking.”

Michelle West-Wiggins, Director of Customer Experience, Cirencester Friendly Society

“Definitely attend – just to feel the positivity in the room is something that you rarely experience at other conferences, coupled with the fact the speakers are so passionate and inspiring, it’s one not to be missed.”

Ellie Heath, Customer Excellence Manager, Gateway Qualifications

“The package of insight, quality of speakers and sharing of best practice is both inspiring and motivating – I left the conference ready to put the learnings into action!”

Catherine Petersen, Head of Property, Pet & Equine Claims Operations, NFU Mutual

“It is a fantastic event and well worth attending – I left feeling energised and motivated. Great opportunity to meet like-minded professionals who are passionate about service and who all have valuable insight to share with their peers.”

Danielle Sones, Managing Director, ABa Quality Monitoring

“This year’s event was a standout one for me because of the calibre of speakers and topics covered, I’d recommend attending next year’s.”

Anna Roberts, Customer Experience Manager, Wessex Water Services

“The quality of the speakers was outstanding – a real privilege to hear them speak and benefit from their experiences. This is by far the highest quality event that I have ever attended.”

Lindsay Born, Head of Centre Management, Cambridge University Press and Assessment

“Overall excellent calibre of speakers and conversation.”

Anna Roberts, Customer Experience Manager, Wessex Water Services

 

“The speakers were brilliantly selected, all delivered great insight from their experience. I have not been so impressed with an event for a long time.”

Karen Howard, Managing Director, The Retail Bulletin

“Inspiring speakers reminding me of the bigger picture and to think outside the box.”

– Emma Bisson, Finance Customer Response Section Manager, Specsavers
9.1
was the overall satisfaction score for our Annual Conference 2025
9.2
out of 10 likely to attend the Conference again
9.3
likelihood to recommend to friends or colleagues
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