Annual Conference

Meet with customer service professionals and leaders to share best practice at the largest customer service conference forum in the UK

Our Annual Conference -
the leading forum for customer service thought leadership and best practice in the UK.

The event draws hundreds of business leaders and service professionals to learn from examples of global service excellence and share best practice. The Conference is followed by the UK Customer Satisfaction Awards (tickets sold separately).

Annual Conference 2020


The Annual Conference 2020 was held on 3 March.

Venue: London Hilton on Park Lane

Theme: Customer Service 2020: Reflect, Refocus, Reignite

Click here to download the speaker slides (members only)


Conference programme 2020

Customer Service 2020: Reflect, Refocus, Reignite


Registration, coffee and exhibition began from 8am, with the Conference commencing at 9.15.

Welcome from Conference facilitator – BBC’s Simon Jack

Looking back to go forward
Jo Causon, CEO, The Institute of Customer Service 

Outperformance from traditional values
Joe Garner, CEO, Nationwide

Customer trust is at the heart of decarbonisation
Sian Jones, CEO, Xoserve

Changing behaviours – a force for good
John, The Lord Bird MBE, Founder, The Big Issue

Do we need to return to ‘old-fashioned’ customer service?
Peter Cross, Partner & Customer Experience Director, John Lewis

The challenges of regulation panel discussion
Anthony Pygram, Director for Conduct & Enforcement, Ofgem
Dr. Claire Forbes, Senior Director of Corporate Communications, Ofwat
Fiona MacGregor, Chief Executive, Regulator of Social Housing
David Geale, Director of Retail Banking, Supervision Retail, Financial Conduct Authority UK

Being the best version of yourself
The Haka

Systems and humans: how to get customers to love their banking experience
Rona Ruthen, Director Customer Operations, Monzo Bank

Building the case against constant change
Jean-Marc Dupont, Director EU Customer Service, Amazon

Customers first and always first
Peter Farrer, Chief Operating Officer, Scottish Water

Manifesting your own success in the service world
Fred Sirieix BCAc, Service Expert and TV Presenter

17.00 - Conference close


Click here to download the speaker slides (members only)



Conference Exhibitors 2020



Photos of the day

What delegates have said

Taking time out each year to attend the ICS Conference provides me with time to recharge my “voice of the customer” batteries. I always get something from each of the Speakers, which I recycle when influencing our service and leadership team.

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Are you looking to set and raise your standards?

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