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).

This year's Annual Conference

Speaker Presentations & Videos 2019

Conference programme 2019

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

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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