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

Conference photos

To see photos from the 2017 Annual Conference please click here

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


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.
Twitter: @EpticaUK

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.
Twitter: @RantandRaveUK

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.
Twitter: @BSLHQ

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.
Twitter: @Antmarketingltd

Bosch Service Solutions

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.

Esker helps organisations eliminate paper and improve business processes 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. 
Twitter: @EskerNEurope

2017 Conference agenda

8.00 am Registration coffee and exhibition

9.30 am Conference opening statement
Welcome from conference facilitator – Naga Munchetty, BBC Breakfast & European Morning News television presenter 
Welcome and agenda for the day, enabling delegates to get the most from the conference and exhibition

9.35 Making sense of complexity – strategies for our disrupted world
Joanna Causon, CEO, The Institute of Customer Service
Today’s customer expectations exceed many conventional organisational capabilities - the wider world demands greater connectivity. Jo Causon 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. Jo also discusses the positive aspects of the changing environment, including how a tangible return on customer service investment is a blueprint for competitive advantage in our disrupted world. 

10.05 – Connecting with customers in a world with new boundaries
Lord Karan Bilimoria, founder of Cobra Beer, Senior Non-Executive Director of the Booker Group PLC
Lord Bilimoria is an entrepreneur who has transcended into the corporate world. 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.

10.35 – 11.05 - Coffee and exhibition

11.05 - The return on customer service investment – the case proven
Louise Moghaddam, Global Head of Customer Service, New Look
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. 

11.35 – “What has competition ever done for us?”  How competition helps customers – and the businesses that serve them’  
Michael Grenfell, Executive Director, Enforcement, Competition and Markets Authority
Customer service may be improved by a range of regulatory steps.  But in unregulated sectors, the promotion and protection of competition can significantly help.

12.05 –Differentiation in a complex environment – the impact of cultural commitment

Graham Edwards, CEO, Wales & West Utilities
Graham discusses the challenges of offering a differentiated service in a disrupted economy. Keeping things simple for customers with a reliability and consistency of service is easy to say but harder to do when the environment is more complex. In this session, Graham explains how cultural commitment to bringing service alive is key to offering a well-connected customer experience.
12.40 – 13.40 Lunch and exhibition

13.40 – Building connected service through engaged employees
David MacLeod OBE, Co-Chair of the Employee Engagement Task Force 
Louise Beardmore, Customer Service Director, United Utilities
This session re-defines the four elements organisations need to implement in order to achieve sustainable employee engagement. David discusses whether we are likely to return to a command and control environment, or whether the importance of customer service is going to generate more engagement, respect and involvement in the workforce to achieve end-to-end connectivity. Louise shares her first-hand experience of how transformation has improved customer service and driven efficiency at United Utilities.

14.10 – Interactive session: Where delegates drive the agenda
Expert panel includes:
Vernon Everitt, Managing Director, Customers, Communication and Technology, TfL 
Peter Sinden, General Insurance General Strategy Director, LV=
Graham Edwards, CEO, Wales & West Utilities
Mark Loveday, Industrial & Commercial Business Director, EDF Energy
This session is devoted to answering your burning questions that you as delegates have submitted. The big issues affecting your organisations today, and your concerns for the future, will be addressed by our expert panel who will be on hand to offer insight and solutions to resolve concerns. 

14.45 – Implementing behavioural science to drive customer experience 
Professor Adrian Furnham, Professor of Psychology at University College London
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.

15.15 – 15.45 Coffee and exhibition

15.45 – Are robotics, smart tech & wearable tech adding to the disruption for customers 
Kate Russell, Author & TV Presenter BBC Click
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.  

16.15 - The criticality of customer connectivity 
Dan Cobley, Managing Partner, Fintech, Blenheim Chalcot, Former Managing Director, Google UK and Ireland
Having worked both in big corporates and with start-up entrepreneurs, Dan understands better than most the criticality of strong networks across the business spectrum. Keeping businesses firmly anchored in commercial reality whilst connecting with customers is Dan’s speciality. As former MD of Google, UK&I he will discuss the key elements of upcoming technological breakthroughs which threaten to impact customer service, and outline what organisations need to do to embrace the technology to fully connect with customers now and into the future. 

16.45 - Conference close 

2017 confirmed speakers