Our Annual Conference is the UK’s largest platform for customer service thought leadership and best practice. It features top speakers from various industries and is ideal for business leaders and service professionals, from board members to managers.
This year, our theme is ‘The Service Nation: Driving Growth Through Connection’: as one of the four pillars of the Service Nation, we will focus on the critical role of customer service as a driver for sustainable growth in navigating today’s ever-changing landscape and creating a better future.
Join us to network, share best practice and gain insights to meet your business objectives and interact with top CX, research, and technology providers at our exhibition area.
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The event will take place in the Grand Ballroom with exhibition in the Grand Ballroom Foyer, which is signposted from the main entrance and is accessed from the first floor.
All pre-registered guests will receive their login credentials via email a week prior to the event. This will give you access to the event application (Eventify), where you will be able to build your schedule, network with attendees and more. We will ask everyone to register upon arrival using their ticket QR code, which can be found in the app and will also be sent via email.
Welcome and agenda for the day, enabling delegates to get the most from the conference and exhibition.
As the nation becomes increasingly polarised, The Institute continues to champion a fairer society – underpinned by trust and meaningful connections that enable sustainable growth.
With service failings costing the UK economy an estimated £6.5bn each month, Jo will explore why now is the time to strengthen relationships – not only with customers, but across supply chains, partnerships and workforces to drive better outcomes for businesses and society alike.
As AI and digital channels reshape customer service, the challenge for leaders is no longer whether to automate, but how to do so without losing trust, humanity or outcomes.
In this session, Joe Gordon argues that we should preserve the power of human connection in moments that matter whilst using technology to take the robot out of the human. Drawing on his operational experience across multiple industries, Joe explores why customer experience has become an operating model challenge, and how leaders can stay ahead without sacrificing service as a source of advantage.
As customers become more technologically aware, their demands and expectations are changing to reflect the new opportunities that technology offers. Whether it is online shopping or in-store, today’s customers expect to be able to connect and engage. Most importantly they expect everything to be accessible and in stock. This session looks at how one of the UK’s most established retail brands adapts to the changes in customer behaviour.
Our coffee & exhibition break is your opportunity to connect with fellow delegates, continue the conversations sparked on stage, and explore the latest innovations shaping customer service today. Meet our exhibition partners, discover new tools and insights, and build valuable connections.
As AI comes of age, we are witnessing increasing levels of complexity being handled through technology – but how does this impact the organisation’s ability to connect? This session discusses how optimised AI and new technological advances can help build trust in a brand and provide confidence to customers.
The rapid increase in the use of AI can make it more difficult to truly connect with customers. As customer demands and expectations change, being ahead of the curve enables organisations to adapt and deliver. This session looks at how Sky continually modernises its customer experience to build trust and remain relevant.
In this live interview, Jo will ask all the burning questions which the audience want answered. This high-level insight into how leadership affects customer service, profitability and employee engagement will provide take outs which can benefit all delegates.
Our Lunch & Exhibition Break gives you time to enjoy some food while deepening the discussions sparked throughout the day. Visit our exhibition partners to explore new ideas, technologies and solutions, and use the extended break to build meaningful connections with peers across the service community.
- Jo Causon, CEO, The Institute of Customer Service
- Chris Pitt, CEO – first direct
- Jacqueline Starr, CEO – Rail Delivery Group
- Joe Richardson, Operations Director, Octopus Energy
- Sonia Astill, Chief People Officer – Wickes
- Suleman Alli, Director of Customer Service, Strategy, Regulation & Technology – UK Power Networks
Following a challenging 18 months marked by global and economic uncertainty, this session explains the importance of developing meaningful connections with all stakeholders to enable strong customer engagement. For the Service Nation to achieve sustainable growth, organisations must deepen their connections with both their workforce and their customers.
Our coffee & exhibition break is your opportunity to connect with fellow delegates, continue the conversations sparked on stage, and explore the latest innovations shaping customer service today. Meet our exhibition partners, discover new tools and insights, and build valuable connections.
Thriving in today’s uncertain economy requires organisations to build seamless connections with regulators and stakeholders, underpinned by aligned purpose and a collaborative mindset.
This session explores examples of organisations that have successfully adapted by listening to their customers, alongside those still on the journey. In a connected world, regulators need to dovetail with service providers, government departments need streamlined processes, and organisations need to hear their customers.
Does customer service get the credit it deserves? This session explores how to demonstrate the strategic value of customer service within your organisation, positioning it as a key business asset. We discuss how higher levels of customer satisfaction correlate directly to better profitability and greater productivity.
As the day draws to a close, this is a time to reflect on the key insights, themes and takeaways from across the programme, capture actions and leave with renewed clarity and momentum to drive service excellence within your organisation.
Explore exhibition opportunities available at our Annual Conference, enabling your organisation to align with The Institute of Customer Service, industry excellence and highlight your brand as key player in the industry. For further information on all commercial opportunities available please contact: sara.yarrow@icsmail.co.uk
