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Annual General Meeting and Members’ Meeting 2023 (18 Jul 2023)

The Institute of Customer Service’s Annual General Meeting and Members’ Meeting is an exclusive, member-only event offering you an excellent forum to network with the UK’s leading organisations and learn from best practice.

Our 26th AGM and Members’ Meeting will take place on 18th July, 2023 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO of The Institute.

We will explore themes that help business leaders navigate the current challenging landscape, such as the importance of trust, the future of AI, the profession of customer service and emerging customer service trends.

We encourage all members to attend and participate, as it is a great opportunity for them to share ideas, network with their peers, and for their voices to be heard, as each organisation receives one vote during the event.

Our Members’ Meeting will feature a panel of experts in AI and customer service and cover the below topics:

  • AI and the impact on customer service
  • Challenges in the adoption of AI in a service context
  • The future of AI in service and the impact on people

Our panellists include:

  • Alison Jaap, Customer Care Director, OVO
  • Simon Shaw, Director, Digital Care, Virgin Media O2
  • Wayne Calderbank, Director of Data and Insight


  • 9:00 am: Registration and refreshments upon arrival
  • 9:30 am: Welcome and introductions
  • 9:45 am: AGM starts – review of 2022-23 and 2023-24 business plan
  • 10:45 am: Refreshment break
  • 11:00 am: Members meeting – Speaker and panel session
  • 12:00 pm – 1:00 pm: Lunch and networking
  • 1:00 pm: Close


Spaces are limited, so please register now. We reserve the right to limit each member to two places should we hit the venue’s capacity. Each organisation receives one vote during the event. If more than one person per organisation votes, only the first vote will be counted.

If you have further queries please contact or call us at 0207 260 3034.


Tue 18th July 2023


09:00 - 13:30

Who Can Attend

Members only


Glaziers Hall
9 Montague Cl, London SE1 9DD

Other Locations

Location tbc


The Institute of Customer Service
The Institute of Customer Service
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