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


If you wish to hear more about our exhibition packages please email Sara Yarrow at [email protected] or call 02030027764. 

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

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.

2017 Conference agenda

Customer Service 2017: connectivity in a disrupted world  

Welcome from Conference facilitator – Naga Munchetty 
Welcome and agenda for the day, enabling delegates to get the most from the conference and exhibition

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. 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 - creating a tangible return on customer service investment and a blueprint for competitive advantage in our disrupted world. 

Customer Satisfaction: how to emulate the market disruptors?
Market disruptors appear to have the benefit of making up the rules as they go along. Their language, their service ethic, style and brand are often seen as resonating strongly with more savvy customers. Is it because new entrants to the market are attuned with their target audience, or are they just free of traditional constraints? How can we all learn fro their approach? 
Does Regulated Customer Service Improve Customer Satisfaction or Customer Experience?  
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. It also explores what, in our complex and connected world, we can learn from other countries. 

The Return on Customer Service Investment – the case proven
In order to differentiate itself in a disrupted world, A-Plant - an award-winning equipment rental company with 130 service centres, 2,400 employees, and 30,000 B2B and B2C customers - made a significant investment in its customer service. This case study is presented by the man responsible for the investment as he shares his insights, mistakes, opportunities and the decisions he took to drive his organisation forward.    

Tech Takeover – the balance between artificial intelligence and human interaction 
As new tools and strategies are deployed to enable omni-channel connectivity, increasing emphasis is being placed on technology solutions such as artificial intelligence providing customer service. This session explores the robustness and fragility of artificial intelligence and automated service, and the role of human interaction.
What lessons can all organisations learn?

Building Connected Service Through Engaged Employees
This session explores how organisations achieve sustained employee engagement to enhance customer service in our disrupted world. David explains the connectivity between customer experience and human interaction, sharing what the next set of skills and competences are, and what organisations should be concentrating on for a successful and sustained culture.   

What Keeps You Awake at Night? – participant driven session
This session is devoted to answering your burning questions that you as delegates have submitted. The big issues affecting you and your organisations today, and your concerns for the future, will be addressed by our expert panel who will offer insight and solutions to your issues and questions. 

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.  

Conference close

2017 confirmed speakers