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Annual Conference 2021: Redefining the Service Nation – Building a better future

The Institute of Customer Service Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and business leaders together to learn from examples of global service excellence and share best practice.

The effects of this crisis will be felt for years to come – and businesses should be prepared for turbulent times ahead. Applying the lessons learnt over the last year, and maintaining a focus not only on short-term survival, but long-term purpose, will survive and flourish long into the future.

Join us on 19 October for our Annual Conference, we have a real opportunity to think creatively and re-shape our future – building back better to provide a working environment that delivers for both businesses and employees.

? 19 October 2021

⏰ 09:00–17:00

 ?   London Hilton on Park Lane

? Discounted member pricing


8.00 Registration, coffee and exhibition

9.00 Welcome from Conference facilitatorAyesha Hazarika MBE

9.20 Defining business priorities and customer behaviours for the new service nationJo Causon, CEO, The Institute of Customer Service

09.50 Keeping focus in a crisisChris Stylianou OBE, COO, Sky

10.20 Taking trusted brands and developing sustainable businessChris Pitt, CEO, first direct

10.50 Coffee and Exhibition

11.20 Seismic and positive changes from the COVID pandemicDr Peter Carter OBE, Former CEO, Royal College of Nursing

11.50 The change in human behaviour and its effect on the Service NationDr Nilufar Ahmed, Lecturer in Social Sciences, Bristol University

12.20 The customer panel discussion

13.00 Lunch and Exhibition

14.00 Post-lunch Energiser

14.30 The vital components for commercial successLord Karan Bilimoria, Founder & Chairman, Cobra Beer Partnership

15.00 When business does the right thingJoanna Jensen, Founder & Chairman, Childs Farm

15.30 Coffee and exhibition

16.00 Re-imagining the futureDr Andy Wood OBE DL, Chief Executive, Adnams

16.30 Moving with the times while remaining humanNick Jenkins, Founder, and Former Dragons’ Den Dragon

17.00 Conference close


Terms and Conditions:

  1. Please note that tickets are non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person, subject to at least 48 hours prior notification.
  2. The Institute are working closely with London Hilton on Park Lane to ensure that this will be going ahead as a live event and in the safest capacity possible. Please find the Covid-19 Safety details here. These procedures and seating arrangements are subject to change based on the Covid-19 Government guidelines. Neither The Institute nor the venue can accept liability liable for any illness sustained following attendance of the event.


Tue 19th October 2021


09:00 - 17:00

Who Can Attend

Open to Members & Non-Members


London Hilton on Park Lane
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