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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.

A glimpse of our last conference – March 2020

Grab your early bird tickets for 2nd March 2021!

Date: 2nd March 2021
Venue: London Hilton on Park Lane

Customer Service 2021: Redefining the Service Nation – Building a better future

2nd March 2021, Hilton Park Lane, London

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 Institute’s UK Customer Satisfaction Awards follows this, find out more here.

Last year was our highest rated conference yet and we will be doing everything we can to make the next one even better. It will again be a live event, but we may need to limit capacity depending on circumstances. Should it not be possible to hold a live event, we will run the conference virtually.

Lord Karan Bilimoria - Founder, Cobra Beer

Karan Bilimoria is the founder of Cobra Beer, Chairman of the Cobra Beer Partnership Limited, a Joint Venture with Molson Coors, and Chairman of Molson Coors Cobra India. In the Monde Selection, one of the most prestigious quality awards in the world for beer, the Cobra range have collectively been awarded a total of 111 Gold and Grand Gold medals since 2001, making it one of the most awarded beers in the world.

Lord Bilimoria is the Founding Chairman of the UK India Business Council, a Deputy Lieutenant of Greater London, a former Chancellor of Thames Valley University (now the University of West London); he was the youngest University Chancellor in the UK when appointed. Karan was a former Senior Non-Executive Director of the Booker Group now TESCO PLC (2007-2016); he is one of the first two visiting entrepreneurs at the University of Cambridge; he is a founding member of the Prime Minister of India’s Global Advisory Council. In 2006, Karan Bilimoria was appointed the Lord Bilimoria of Chelsea, making him the first ever Zoroastrian Parsi to sit in the House of Lords.

Dr Peter Carter OBE

Peter Carter was CEO of the Royal College of Nursing from January 2007 to August 2015. Prior to that he was CEO of the Central and North West London NHS Foundation Trust for 12 years.

He is now an Independent Healthcare Consultant. Since leaving the RCN he has worked across the UK and internationally he has worked in ten countries. He has on three occasions been asked by the NHS in England to be the interim Chairman of NHS Trusts. From November 2016 to March 2017 he was the Chairman of the Medway NHS Trust and from October 2017 to February 2018 Chairman of the East Kent University Hospitals NHS Foundation Trust. In February 2019 he commenced an assignment as Chair of the North Middlesex University Hospital NHS Trust ending in October 2019.

He has written articles for journals, newspapers and chapters in books, appeared in TV documentaries and has been interviewed many times on TV and radio. He has twice been the subject of the BBC TV programme Hardtalk.

Joanna Jensen - Founder & Executive Chairman, Childs Farm

Joanna Jensen is the Founder & Executive Chairman of the UK’s number one baby and children’s toiletry brand, Childs Farm. In July 2020, following huge demand from adults using the children’s range, she launched an adult skincare brand called Farmologie.

Joanna is a mother of two. Her daughters, Mimi and Bella, were the inspiration behind the launch of Childs Farm and the products she created.

As a child, Joanna was prone to eczema but her second child, Bella was allergic to everything and also suffered from Atopic Eczema. She tried so many different brands, but nothing was suitable, and Bella often had very sore, red raw skin. To help Bella, Joanna started creating her own homemade products with natural ingredients – the results were amazing, and so she decided to create a range that would also help other children.

Alison Jaap - Customer Director, first direct

Alison is responsible for delivering pioneering service across firstdirect, tackling the dual challenge of maintaining firstdirect’s existing number 1 position for customer service while adapting to meet the demands of a new generation of highly demanding digital customers. She has worked in financial services across the globe for over 20 years, leading a range of programmes to improve customer experience, reduce costs and create agility. She has a passion for creating organisations with the customers at their heart.

Sarah Bentley - Chief Executive Officer, Thames Water

Sarah joined Thames Water as Chief Executive Officer in September 2020. Prior to this, she was on the Executive Committee at Severn Trent plc. Here, she was appointed as Chief Customer Officer in 2014, leading the Consumer Retail, Wholesale Network Operations, Group Technology and Transformation divisions. She is also a Non-Executive Director of Lloyds Bank plc and Bank of Scotland plc.

Before Severn Trent, Sarah was the managing partner for Accenture’s digital business unit in the UK & Ireland delivering digital transformation programs to several large UK consumer-facing businesses and was a member of the Accenture UK & Ireland Executive Committee.

Sarah is a multi-disciplinary executive with international and UK experience. She’s demonstrated strong operational leadership of large service-oriented workforces and has a track record of developing strategy and delivering transformational change.

Sarah’s known for her relentless customer focus, deep expertise in digital technology and is passionate about delivering results through the creation of diverse and high performing teams.

More speakers to be confirmed soon…

Coming soon!

The Institute are working closely with London Hilton on Park Lane to ensure that this will be going ahead as a live event and in the safest capacity possible. The Hilton themselves have partnered with Lysol Protection on their CleanStay Program to provide guests with peace of mind when visiting. This involves deep cleaning of rooms and common areas, in addition to sanitizing stations throughout the hotel.


For more information please click here.

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