Annual Conference

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

About the 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.

The event will take place on the 7th March 2017 at Hilton On Park Lane, 22 Park Lane, London, W1K 1BE

Buy a ticket

Annual Conference 2017

Annual Conference Tickets


Member ticket

£615.00 + VAT (booking fee applies)

Non member ticket

£770.00 + VAT (booking fee applies)

Book your ticket here
Book a bedroom
Refunds policy

Date of cancellation

Refund amount

More than 90 calendar days before the conference

Full refund

61 – 90 calendar days before the conference

75% refund

31 – 60 calendar  days before the conference

50% refund

Less than 30 calendar days

No refund but purchased tickets can be transferred to a colleague


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

Deliberata takes a uniquely customer-centric approach to insight that brings clarity and simplicity to our clients’ complex questions by helping understand what customers really want and how they can best deliver it. Founded by the Institute of Customer Service, we are an independent, not-for-profit consultancy with a passion for making a positive difference for you and your customers – our primary goal is to help you build the capability needed to deliver customer experience improvements that drive sustainable growth. 
Twitter: @DeliberataUK

CustomerSure helps medium to large companies streamline customer feedback.  Our award-winning software measures customer satisfaction KPIs in real time and helps you gain valuable customer comments on your products and services.  Automating the feedback process allows you to focus on improving the customer experience, increasing retention rates and growing sales.
Twitter: @CustomerSure

Outsourced, end-to-end customer journey experts, specialising in multi-channel customer-centric contact 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 and trained to be true brand ambassadors, and empowered to make a real difference in the pursuit of customer excellence.
Twitter: @Echo_MS

Grass Roots  
Grass Roots connects brands and people - enabling our clients to attract, engage, retain and grow their customers, channel partners and employees. 
Talk to us about: Experience & Insight | Motivation | Benefits | Rewards | Promotions | Meetings & Events
Twitter: @Grass_Roots_UK 

Hitachi Capital 
Every day, over a million businesses and individuals across the UK count on us.  We help SMEs unlock their potential by improving cash flow and investing in the future of over half a million British workers. We have revolutionised retail with the fastest point of sale credit solution, online and instore. We keep businesses moving with market-leading solutions for fleets, vans and HGVs. And we power personal ambition, approving a loan every 60 seconds, lending over £1.6bn a year.
Twitter: @The_In_Voice 

Eptica provides brands with an intelligent and collaborative digital customer engagement platform, driving customer satisfaction and boosting competitive edge. Eptica enables millions of individuals worldwide to engage in meaningful and high quality conversations with businesses, making their daily lives easier.

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 action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates.
e) [email protected]
t) 02476011905

About BusinessSystems (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.

Ant Marketing

Having a reliable partner ready to support you during an unexpected service disruption is vital for your business.
Over the past 26 years, we have supported businesses with dedicated staff who can be fully operational within two hours of your emergency. We can be ready to handle incoming calls as an overflow operation, or can provide full, live contact centre support; we can provide support in overtwenty languages, all from our Sheffield-based contact centres.

Bosch Communications

Customers are extremely important. If it is difficult, complicated or even a point of frustration for your customers to interact with your company, you miss the opportunity to turn customers into active promoters of your brand – or even risk losing them altogether. That’s why at Bosch Service Solutions we help our clients’ shape their customer interactions by delivering a unique customer experience at every customer touchpoint. We believe that this is a key part of running a successful business.
From its global network of 23 sites and Building on Bosch’s reputation for high standards and excellent service; Bosch Service Solutions design Customer Interaction Services that not only meet your customers’ needs, but that also have the potential to create enthusiasm for your brand while assuring a positive return on your customer interaction investments.


2017 Conference agenda

Customer Service 2017: connectivity in a disrupted world  

Making Sense of Complexity – strategies for our disrupted world
Today’s customer expectations exceed many conventional organisational capabilities - the wider world demands greater connectivity. As research has proven, only the organisations that are genuinely service focused will survive. This session discusses how Emotional Intelligence, Behavioural Insights, Big Data, Customer Experience and Technology are all playing their part – shaping markets, skills, investment decisions, and policy making. Creating a tangible return on customer service investment and a blueprint for competitive advantage in our disrupted world. 

Connecting with customers in a world with new boundaries
This session explains how knowing every single function of your business - whether established or new - enables you to connect more effectively with customers and employees. It discusses how the effects of Brexit will impact everything from social care to scientific research, and how the ensuing brain drain and any immigration cuts will impact the service sector in real terms.

The Return on Customer Service Investment – the case proven
New Look is one of the UK’s biggest fashion retailers with a largely Millenial customer base, which demands that stores have to be more than just transactional retail environments. Young customers require a social dimension so customer service has become a vital part of the whole experience. In this session Louise explains how New Look’s investment in customer service has resulted in sustainably improved customer satisfaction ratings, a greater level of employee engagement and an increase in social media. 

“What has competition ever done for us?”  How competition helps customers – and the businesses that serve them’  
As regulated customer service hits the headlines with major corporations being fined, warned or named and shamed, are the results improving the lot of the customer. This session looks at the trend of regulation against the data for customer satisfaction rates and overall customer experience gains. 
Building Connected Service Through Engaged Employees
This session re-defines the four elements organisations need to implement in order to achieve sustainable employee engagement and how these may be affected by a disruptive economy. This session covers whether we are likely to return to working intensification and a command and control environment, or whether the growing sense of importance of customer service is going to generate more engagement, respect and involvement in the workforce to achieve end-to-end connectivity. 

Implementing behavioural science to drive customer experience 
This session concentrates on the elements of behavioural science which can be implemented at low- or no-cost and looks at the connected aspects which can be introduced without changes to existing organisational infrastructure. Delegates will hear how they can connect more effectively with customers, making a positive impact on customer experience without capital investment.

Are robotics, smart tech & wearable tech adding to the disruption for customers 
Is customer service driving technological change or is technology the driver changing customer behaviour?  This session questions the interaction between innovation and customer service to discover if all new developments have the end-user as a priority. With customers increasingly embracing technology, how will it affect customer service and what secures the connection between product development and customer need.  

This session will look at key elements of technological breakthrough which will impact customer service in the near future. His insight and compelling enthusiasm will enable delegates to establish the key customer service pinchpoints that need addressing to ensure that they are able to fully connect with customers now and into the future. Dan will share his practical experience of the fast moving tech industry and its effects on customer service.

Conference close

2017 confirmed speakers