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

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 is the 2018 Annual Conference taking place?
The event will take place on the 6th March 2018 at Hilton On Park Lane, 22 Park Lane, London, W1K 1BE

What is the theme of the 2018 Annual Conference?
The theme for the 2018 Annual Conference is '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. 

Buy a ticket

Tickets for the Annual Conference are now on sale

Ticket prices

Type of ticket

Member price

Non-member price

Offer period

Full price

£615 + VAT*

£770 + VAT*

1 Aug 2017 – 6 March 2018

Please note that all rates are subject to booking fees charged by our ticketing platform Eventbrite. 

Buy your ticket

If you wish to book rooms at the preferred rate for The Institute event please click the button below.

Refunds policy

Date of cancellation

Refund amount

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

2018 confirmed speakers

2018 Exhibitors

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. Over the past two decades Esker has become a worldwide leader in document process automation with offices in North America, Europe, Australia and Asia, with partners in more than 80 countries and customers such as BASF, Whirlpool, Bel, GE Healthcare, Honeywell

Echoo 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

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?

2017 Conference photos

Where can I see images from the 2017 Annual Conference?

To see photos from the 2017 Annual Conference please click here

You will be able to see pictures of delegates, exhibitors and speakers. You are welcome to download any picture that you want to use.