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

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).

Past event date: 5 March 2019

Venue: London Hilton on Park Lane

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

Please note: The date for our Annual Conference 2020 will be released in due course.

Speaker Presentations & Videos

Conference programme

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

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

Welcome from Host

Nina Hossain, CEO, award winning journalist and ITN newscaster

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, Former Chairman, Crossrail

Having an unpredictable economy or flatlining growth is a challenge for any organisation. Imagine then, having to plan for Europe’s largest construction project costing over £15bn and taking over a decade to complete. For 10 years this former Chairman of this massive infrastructure development brought world class leadership, and here he 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. 

How to remain relevant in a changing marketplace

Jamie Cole, Senior Vice President Global Channels, Intercontinental 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

Joe Lane, Principal Policy Director, Citizens Advice
Sarah Threadgould, Group Marketing Director, Which?
Oke Eleazu, Chief Operating Officer, Bought By Many
Kai Peters, Pro-Vice- Chancellor (Faculty of Business and Law), Coventry University

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

Better statistics, better decisions

Jonathon Athow, Deputy National Statistician and Director General for Economic Statistics, Office of National Statistics

As Deputy National Statistician for Economic Statistics, Jonathan’s responsibilities include economic growth, inflation, unemployment and the balance of payments. In this session he discusses his insights into the key economic issues of the day, and the outcomes from the quarterly Economic Forum where business economists, government officials, academics and the media join the discussion on issues relating to the measurement of the economy.

Society is evolving... for the better

Wayne Hemingway, Designer, HemingwayDesign & Founder, Red or Dead

Millennials and Gen Z’s are the first generation to be worse off than their parents but they are starting to reverse the ills of a previous generation.

Wayne explains why the future looks better.  

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

17.00   Conference close

Conference Exhibitors

Annual Conference Exhibitors 2019


    InMoment is a cloud based CX intelligence platform that helps businesses improve every customer experience by delivering insights and actions from feedback in real-time. See why Forrester named InMoment a leader in the Forrester Wave: Customer Feedback Management Platforms and why 450 leading brands across 95 countries choose InMoment.
    Twitter: @WeAreInMoment

    Upland 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

    Glue 42

    Glue42 transforms the way your employees interact with enterprise applications, allowing your CX teams forget the restrictions of yesterday’s desktop and deliver service levels that delight your clients.The award-winning integration platform, is deployed on thousands of desktops across the globe. Their mission is to create a fluid, simplified user experience across legacy and new desktop applications. In-house or SaaS, web-based or native, your data is instantly shared within customizable user processes, reducing handling times and improving business outcomes.
    Twitter: @Glue42

    Unify Communications

    Unify Communications is a specialist cloud communications service integrator. The business provides hosted and true-cloud telecommunications and contact centre solutions, assuming end-to-end responsibility for projects from conception through implementation and delivery. With the necessary knowledge to get to the heart of business and customer needs, the expertise to advise on required tools and solutions, and the ability to deliver a world class, customer focused solution, Unify can help you to transform your customer journey and save on operational costs.
    Twitter: @UnifyComm


    Ant is the UK's number one independent contact centre supplier. We provide industry-leading support at all customer lifecycle stages - we can find you new customers, keep them and grow them - from our two multi-lingual, 24x7 centres in Sheffield.
    Our Customer Experience department has been in operation for 30 years and services some of the world's largest brands; we provide full scope support as well as a number of enhancement services to vastly improve your Customer Experience.

    Kantar TNS

    Kantar TNS is one of the world’s largest research agencies with experts in over 90 countries. With expertise in innovation, brand and communication, shopper activation and customer experience, we help our clients identify, optimise and activate the moments that matter to drive growth for their business. We are part of Kantar, one of the world’s leading data, insight and consultancy companies.
    Twitter: @KantarTNS


    At Eptica we are passionate about enabling companies to place digital customer engagement at the heart of their strategy, driving excellent customer experience and deeper insight to create value across all operations.
    • Automated Conversations: helping your customers to help themselves by automating simple queries and freeing up agents to handle more complex interactions
    • Augmented Agents: bringing together technology and human emotional intelligence to deliver the most relevant and personalised responses
    • Customer Intelligence: converting digital conversations into actionable insights that advance CX and add value to your business
    Twitter: @Eptica

    Claims Consortium Foundations

    Foundations is the training arm of Claims Consortium Group.
    With +250 staff, Claims Consortium Group has become a sector leader by focussing on providing a first class service to customers, as well as providing people management solutions to ensure everyone has energy, focus, passion and drive.
    Two UK Customer Service awards (2017, 2018), ICS ServiceMark accreditation, Investors in People Gold, Top 100 Companies to work for (2017, 2018) and the Queens Award for Enterprise are just some of the results Claims Consortium Group is proud to have achieved.

    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 2020 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.