Annual Conference

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

Book your place

We are delighted to announce the date and theme for our next Annual Conference. Taking place on 5 March 2019 at the Hilton on Park Lane, in London, the theme will be 'Customer Service 2019: Purpose, Relevance and Impact - Navigating the new reality.'  

Early Bird - offering 10% off the full ticket price
(available until 31 August 2018).



         Click here to book your ticket

Cancelled ticket refund policy:

More than 90 days before the conference - Full refund

61 – 90 days before the conference - 75% refund

31 – 60 calendar days before the conference - 50% refund

Less than 30 days – No refund but ticket is transferable


About the conference

We are delighted to announce the date and theme for our next Annual Conference. Taking place on 5 March 2019 at the Hilton on Park Lane, in London, the theme will be 'Customer Service 2019: Purpose, Relevance and Impact - Navigating the new reality.'  

What is The Institute of Customer Service Annual Conference?
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 Conference takes place alongside the UK Customer Satisfaction Awards ceremony.

When and where did the 2018 Annual Conference take place?
The event took place on the 6th March 2018 at Hilton On Park Lane, 22 Park Lane, London, W1K 1BE

What was the theme of the 2018 Annual Conference?
The theme for the 2018 Annual Conference was 'Customer Service 2018: Game changing strategies in an unpredictable environment' 
Developing an understanding of the important part that a coherent customer strategy will play in enabling organisations to remain ahead of the curve in the uncertain times that lie immediately ahead. 

2019 confirmed speakers

2018 Exhibitors

The Institute of Customer Service would like to say a special Thank you ' to our 2018 Annual Conference Sponsors:

InMoment Logo


InMoment is a cloud-based customer experience (CX) optimisation platform that gives companies the ability to listen to and engage with their customers to improve business results through better experiences. The company operates as a full-service partner to nearly 400 brands across 95 countries.
Twitter: @WeAreInMoment

Rant & Rave Logo

Rant & Rave

Rant & Rave provides customer engagement solutions with a difference.  Created with the belief that fundamentally brands and consumers want the same thing - to deliver and receive great service - half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers.  By reducing customer effort and taking real-time inspired actions, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers - lifelong advocates.
Twitter: @RantandRaveUK

Esker Logo


Esker helps organisations eliminate paper and improve business processes by through the use of document automation solutions. Esker automates every phase of order processing and customer issue management. Regardless of how documents are received (e.g., email, fax, paper, EDI or web), companies can process and track any order or claim with complete accuracy, visibility and efficiency — all from the same easy-to-use interface and with limited manual requirements.

Higher efficiency can also be gained in invoicing, accounts payable and purchasing to shorten order-to-cash and procure-to-pay cycles. Built on patented technology, Esker solutions address the challenges of manual document processing that limit an organisation’s ability to increase speed and accuracy, raise productivity, reduce complexity, control costs and improve customer satisfaction. 

Echo Managed Services Logo

Echo Managed Services

Outsourced, end-to-end customer journey experts, specialising in multi-channel customer-centric contact centre and debt collection solutions. Our mission is to improve outcomes for clients and their customers, by building bespoke models that provide the perfect solution to both client and customer needs, evolving expectations, and an ever-changing business landscape. Our people are our greatest asset; highly skilled, trained to be true brand ambassadors, and empowered to make a real difference in the pursuit of customer excellence.
Twitter: @Echo_MS

CP2 Experience

CP2 Experience

CP2 Experience is a specialist customer experience consulting and training company. We work with clients who are committed to delivering a customer experience that differentiates their brand, creates loyal customers and drives profitable growth. Our clients recognise their people are their biggest asset in the drive for customer led growth.
By working closely with cross business senior teams, CP2 helps clients improve business performance through an innovative blend of strategic consultancy that provides real insight, by redesigning the customer experience and the sales experience and by developing bespoke training that embeds new leader, manager and employee behaviour 
Twitter: @cp2experience

Bosch Service Solutions

Bosch Service Solutions

Bosch Service Solutions is a leading global provider of Business Process Outsourcing for complex business processes. As service designers we place your customers at the core, developing innovative business models and solutions, using the latest technology. Our 8,000 associates across 27 locations deliver high quality customer services and with each interaction they create a positive brand experience for your customers.
Bosch Service Solutions - Intelligent, engaging, transformative. 
Twitter: @BoschUK

Business Systems

Business Systems (UK) Ltd

At Business Systems we have been specialising in workforce optimisation and customer insight technologies for thirty years. We apply this in-depth knowledge to provide best-fit solutions and processes to unlock effective answers to customer problems. Our solutions range from recording and analytics of customer interactions and feedback, through to quality monitoring, workforce management, and process automation. We represent some of the most recognised global innovators in the industry and we add value to every project by ensuring streamlined integration and deployment so that our customers can enjoy fast return on their technology investment.
Twitter: @BSLHQ

Paragon Customer Communications

Paragon Customer Communications

Creating a seamless communication journey is much easier when one company can take care of every stage. And connect the stages in an intelligent, efficient way. From data to digital, from secure documents to direct mail, we send over 4 million messages for our clients. Every single day. We call it joined up communication.’
Twitter: @ParagonCC_UK

What are the exhibitor opportunities? 
The Institute of Customer Service offers a number of exhibitor opportunities. All of our packages are tailored to meet the requirements of your organisation, and we work with our clients on a bespoke basis to ensure you receive the best possible return on your investment.
Hundreds of guests attend our event every year. We reach thousands more through our dedicated marketing campaigns. What better way to showcase your brand, build awareness and make important contacts in customer service?

  • Engage Key Decision-Makers and Policy-Makers
  • Develop your Reputation as a Thought Leader
  • Attend our Events
  • Online and Direct Marketing
  • Exhibition-Friendly Venues
  • Flexible Packages
If you wish to hear more about our exhibition packages for 2018 please email Sara Yarrow at [email protected] or call 02030027764. 

What did other exhibitors think about the conference?