Annual Conference

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

Annual Conference

We invite you to join us at 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).

Date: 5 March 2019

Venue: London Hilton on Park Lane

Theme: Customer Service 2019: Purpose, Relevance and Impact - Navigating the new reality. 


Conference programme

Customer Service 2019: Purpose, Relevance and Impact - Navigating the new reality

Criticality of service for the new world stage

Jo Causon, CEO, The Institute of Customer Service

Jo outlines the criticality of customer service for a successful transition into new markets and discusses the importance of maintaining purpose and keeping relevant to seize new opportunities.
Ideal for those looking to keep perspective and who need to reinforce the importance of customer service as a strategy for success in the new economy post Brexit

How to stay relevant to a changing and emerging customer demographic

Derek McManus, Chief Operating Officer, O2

Derek explains how O2 has remained relevant to a growing and changing customer-base and looks at different approaches organisations can use to satisfy future customer demands.
Ideal for those wanting to understand how to keep ahead of demand from an organisational strategic standpoint as well as from the service delivery perspective

Crossrail: Imagining success, creating greatness

Sir Terry Morgan MBE, Chairman, Crossrail

Terry explains how to remain focused on purpose, how to keep relevant and the importance of staying aware of impact when there is no certainty on the horizon.
A masterclass for anyone deploying a long-term or multi-option strategy to combat the uncertain economic landscape while keeping customers onboard

How to remain relevant in a changing marketplace

Jamie Cole, Vice President Digital & eCommerce, Mandarin Oriental Hotel Group

Jamie explains how digital extends relationships and impacts customers. He discusses how to react to challenger brands and gives his take on how geeky tech today is tomorrow’s mainstream.
For anyone needing to make the case for more digital inclusion to enhance service reputation and for those affected by competition from challenger brands

Resilience from relevance – a positive retail experience

Ben Fletcher, Managing Director, Clarks

Ben shares his experiences of keeping an established brand nimble enough to react positively to market changes, especially when hit with cost pressure, price resistance and online competition.
Everyone is facing these three challenges, so why not benefit from the experience of a successful case study in how to succeed despite the odds, and see how much you can deploy in your own organisation?

Embracing customer power to achieve positive change

Liv Garfield, Chief Executive, Severn Trent Water 

With customers becoming more powerful, competition more open; and environmental aspirations at the forefront, Liv looks at the impact on measurement, impact for stakeholders and how the economy impacts the success of an organisation.
This is for those facing the conundrum of establishing what customer demands will be, in what economic climate and how social conscience will affect customer choice 

The Real Debate – What is the purpose of business:

Does business exist for its customers or its stakeholders

Matthew Upson, Policy Director, Citizens Advice 
Sarah Threadgould, Group Marketing Director, Which?
More speakers to be announced

Does UKplc have the balance right and should those who have the least, pay the most, for access to products and services or are shareholder dividends the primary driving force generating jobs and fuelling the economy?
Ideal for anyone charged with justifying pricing policy or establishing their social credentials to a changing or evolving customer base. Will your mind be changed?

The changing face of organisational purpose

Angela MacDonald, Director General Customer Services, HMRC

Angela shares her views on organisational purpose and the part this plays in a modern economy, relating the importance of the public sector recognising its service users as customers and how purpose needs to change in response to new customer expectations.
This will serve to support anyone determined to put customer service at the heart of its operations and makes the business case for change

Here today ... here tomorrow. A simple formula for continued success

Sir John Timpson CBE, Chairman, Timpson

Sir John Timpson has played a key part in helping Timpson change, survive and flourish. He reveals the secret behind its customer service success, which defines the company culture and will do for many years to come.
This will reinforce the case for those who believe that customer service will be the key differentiator in any economic environment – especially when underpinned by strong business morals

Please note that the programme is subject to change

Conference Exhibitors

 Annual Conference Exhibitors 2019

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

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

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
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 2019 please email Sara Yarrow at [email protected] or call 0203 0027764. 

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.

Are you looking for market insight?

Institute membership gives you exclusive access to customer service research across all sectors.

Are you looking to set and raise your standards?

Our training and accreditation programmes can raise your service standards.

Are you looking for organisational membership?

We support some of the UK's leading businesses in improving their customer service.