Annual General Meeting (AGM)

The Annual General Meeting 2023

The Institute of Customer Service’s Annual General Meeting and Members’ Meeting is an exclusive, members-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 18 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 other 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.

Register here (Members only)

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

AGM 2023

Annual General Meeting and Members’ Meeting 2023

  • Date: Tuesday 18th July, 2023
  • Venue: Glaziers Hall (London)

Agenda:

  • 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 to two attendees per organisation, 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 enquiries please contact icsevents@icsmail.co.uk or call us 0207 260 3034.

Register here (Members only)

AGM 2022

Date: Wednesday 13 July 2022, 9:30am – 1:30pm

Venue: Church House Westminster, 27 Great Smith Street, Westminster, London SW1P 3NZ.

 

Agenda:

  • 9am: Registration and refreshments upon arrival
  • 9:30am: Welcome and introductions
  • 9:45am: AGM: review of 2021-22 and looking forward – 2022-23 business plan
  • 10:45am: Refreshment break
  • 11am: Members’ meeting – Speaker and panel session
  • 12:00pm – 12:15pm Products and services news – what’s new and coming up?
  • 12:15pm-1:30pm: Lunch and networking opportunities

Spaces are limited to two attendees per organisation, 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.

We are monitoring Government advice regarding any Covid-related restrictions. We would like to encourage every attendee to take the lateral flow test the evening before or the morning of the event. Upon arrival you will be asked to confirm that you have had a negative test result within the last 24 hours. If you have any symptoms, please do not travel. There will be a limited number of tests available on the reception desk.

If you have further queries please contact icsevents@icsmail.co.uk or call us 0207 260 3034.

RSVP now (Members only)

AGM 2021

Date and time:  Wednesday 14 July 2021, 10:15am – 11:15am

Our AGM was livestreamed virtually from our London office

Agenda: AGM 14 July 2021

  • 10.15am – Welcome & introductions
  • 10.20am – AGM and review of 2020/2021
  • 10.55am – Looking forward: 2021/2022 business plan
  • 11.10am – Q&A
  • 11.15am – Meeting closed

Please note that a maximum of two attendees per organisation may attend the AGM but only one of the organisation’s attendees may vote on the resolutions. If more than one person per organisation votes, only the first vote will be counted.

Resources

Vote on 2021 resolutions or appoint your proxy online here – alternatively, download a printable version of the proxy form

AGM 2020

Date and time: Tuesday 22 September 2020, 10:15am – 11:25am

Due to the ongoing Covid-19 crisis and the restrictions around large gatherings, our 2020 AGM was livestreamed virtually – watch it below:

Agenda

  • 10.15am – Welcome & introductions
  • 10.20am – AGM and review of 2019/2020
  • 10.55am – Looking forward: 2020/2021 business plan
  • 11.10am – Q&A
  • 11.25am – Meeting closed


Please note that a maximum of two attendees per organisation may attend the AGM but only one of the organisation’s attendees may vote on the resolutions. If more than one person per organisation votes, only the first vote will be counted.

 

Downloadable documents

Click here to appoint your proxy online – Alternatively, download a printable version of the proxy form

AGM 2019

The formal AGM and Member meeting featured presentations from:

  • Simon Roberts, Chairman of The Institute – Reviewing the Institute’s 2018/19 financial year
  • Jo Causon, CEO of The Institute – The Institute’s future strategy, the latest UKCSI results and trends
  • Joe Gordon, CEO of first direct – Data, Trust and Service: first direct’s vision for financial wellbeing

 

Downloadable document

Download AGM 2019 minutes

AGM 2018

The formal AGM and Member meeting featured presentations from:

  • Simon Roberts, Chairman of The Institute – Reviewing the Institute’s 2017/18 financial year
  • Jo Causon, CEO of The Institute – The Institute’s future strategy, the latest UKCSI results and trends
  • Brian Weston, Head of research of The Institute – The Institute’s latest breakthrough research on Artificial Intelligence and customer experience.

 

Downloadable document

Download AGM 2018 minutes

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