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The Annual General Meeting 2022

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 the best practices.

Our 25th AGM and Members’ Meeting will take place at Church House Westminster, 27 Great Smith Street, Westminster, London SW1P 3NZ.

You will be welcomed by Jo Causon, CEO of The Institute. We will explore themes that help business leaders navigate the current challenging landscape: building trust, the relations of the human/tech interface and emerging customer service trends.

Our panellists:

Jo Causon, CEO, The Institute of Customer Service

Jo became The Institute’s CEO back in 2009. She has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the national barometer of consumer satisfaction and a key indicator of the return on service strategy investment.

Jo has extensive experience in the financial services sector, having previously held positions at Aviva plc and acted as non-executive director to Aegon UK’s independent governance committee. She has also held director roles in brand and business consulting, policy development and research for City and Guilds and the Chartered Management Institute.

Ben Fletcher, Chief Financial Officer, The Very Group

Ben is leading a finance team of 150 people and is a member of the executive team at The Very Group, with brands like Very and Littlewoods.

Ben’s background is in finance and general management roles. He was the European president at Clarks Shoes, responsible for operations across all channels in 26 countries, delivering digital expansion and increasing colleague engagement.

Prior to joining Clarks Shoes, Ben held senior positions in Walgreens Boots Alliance, Boots Opticians, and Procter & Gamble, increasing revenue and market share.

Heather Smith, Managing Director, Retail, LV=

Heather has over 25 years’ experience in financial services across a range of leadership roles covering direct distribution, operational leadership, brand, sales, marketing and digital.

Having joined LV= General Insurance Group in 2016 as the Digital Transformation Director, and working at Aviva and Norwich Union, Heather has led significant change in the organisations moving the customer interactions and services to digital first. This has involved cultural change at the heart of the organisation.

 

Gareth Johnson, Head of Digital Channels, Brewin Dolphin

Gareth has almost 20 years’ experience in financial services across a range of roles and leadership positions. For the last 12 years, Gareth has reported to members of the Executive Committee of Brewin Dolphin, a FTSE250 business. Gareth has been charged with building and scaling various business unit and fosters an “intrapreneurial” attitude to get these new business units, utilising the latest technology, off the ground and scaled within a 260-year-old business.

Gareth is passionate about delivering for customers and bringing new customers to financial planning and wealth management, an industry often seen as elitist. Controversially, Gareth would not always say “the customer is always right” but would subscribe to the view “the right customer is always right”.

Tara Mullen, Director of Operations at Octopus Energy

Tara has nearly 20 years’ experience in senior customer service, operations, and product roles, and she has been working on strategies to optimise customer experience and direct customer engagement.

Prior her role as Director of Operations at Octopus Energy, Tara acted as Country Manager where she run the sales and customer service departments. She also held vice president roles at Affinion where she oversaw a team of 550+ people, supported the product and marketing departments and  implemented strategic changes resulting in increased revenue and cost optimisation.

đź“… Wednesday 13 July 2022

⏰ 9:30am – 1:30pm

Annual General meeting Church House Westminster, 27 Great Smith Street, Westminster, London SW1P 3NZ.

Download the minutes from AGM 2022

🎥 Watch AGM 2021 recording (Member-only)

 

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.

Download the Accounts for the financial year 2021/2022 report 

Download the formal notice

Download the invitation letter

Vote online

Download the minutes from AGM 2021 

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

📅 Wednesday 14 July 2021

⏰ 10:15am – 11:15am

đź’» Our AGM was livestreamed virtually from our London office

🎥 Watch AGM 2021 recording (Member-only)

đź“Ą Download AGM 2021 minutes

 

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

Download the Invite Letter

Download the formal Notice of AGM

Report and Accounts for the year ended 31 March 2021

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

Download AGM 2020 minutes

Download AGM 2021 minutes

Watch AGM 2020 recording (Member-only)

Watch AGM 2021 recording (Member-only)

đź“… 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 AGM 2020 recording

đź“Ą Download AGM 2020 minutes

 

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

Download the Invite Letter

Download the formal Notice of AGM

Download the Report and Accounts for the year ended 31 March 2020

Download AGM 2019 minutes

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

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

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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