Annual Conference ⋆ Institute of Customer Service

The Future of Service - Leadership in an Uncertain World

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.

Next year, our theme will be ”The future of service – leadership in an uncertain world’. This theme will explore what it means to lead and deliver outstanding customer service in a period of constant change and uncertainty. It will focus on how organisations can stay resilient, adaptive and customer-focused while navigating evolving expectations, economic pressures, technological change and shifting ways of working.

Delegates joined us to network, share best practices and gain insights to meet their business objectives and interacted with top CX, research and technology providers at our exhibition area.

Member tickets

(Full price £830)

^£620

Book here

(Launch pricing valid until 30 Apr 26)

Non-member tickets

(Full price £1,070)

^£810

Book here

(Launch pricing valid until 30 Apr 26)

Annual Conference 2027

Book your tickets

Date

Tuesday 9 March, 2027 (TBC)

Venue

Hilton on Park Lane, London

Hear from experienced speakers on how effective connection can improve service

Connect with peers, industry experts & thought leaders

Access the latest industry trends to help you maximise productivity

Equip yourself with practical tools and strategies to drive sustainable growth

Annual Conference Speakers 2026

Click image for bio:

Jo Causon

CEO, The Institute of Customer Service

Rachel Johnson

Journalist, Broadcaster & Writer (Conference chair)

Ant Middle

CEO, Ageas UK

Steve Heapy

CEO, Jet2 & Jet2holidays

Joe Gordon

Chief Operating Officer, Starling Bank

Jayne Wall

Director of Central Operations, Marks & Spencer

Pierre Coppin

Senior Director, Strategy & Operations, Sky

Steve Hughes

Group CEO, Coventry Building Society and The Co-operative Bank

James Mitton

Director General Enterprise Transformation Group, HMRC

Ben Hanlin

Magician, Businessman & Speaker

Panel

Click image for bio:

Joe Richardson

Operations Director, Octopus Energy

Jacqueline Starr

CEO, Rail Delivery Group

Suleman Alli

Director of Customer Service, Strategy, Regulation & Technology, UK Power Networks

Chris Pitt

CEO, first direct

Sonia Astill

Chief People Officer, Wickes

Programme

8.00: Registration, coffee and exhibition

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.

9.15: Conference opening statement - Rachel Johnson

Welcome and agenda for the day, enabling delegates to get the most from the conference and exhibition.

9.20: The Service Nation: identifying opportunities through a connected approach - Jo Causon, CEO, The Institute of Customer Service

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.

09.50: Connecting with customers in a digital world - Joe Gordon, COO, Starling Bank

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.

10.20: Managing ever-changing customer expectations - Jayne Wall, Director of Central Operations, M&S

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.

10.50 – 11.20: Coffee and exhibition

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.

11.20: Can AI and technology help you build connections? - Ant Middle, CEO, Ageas UK

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.

11.50: Futureproofing CX - Pierre Coppin, Senior Director, Strategy & Operations, Sky

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.

12.20: Head to Head Live - How leadership stands out in a crowded market - Jo Causon interviews Steve Heapy, CEO, Jet2 & Jet2 Holidays

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.

13.00 – 14.00: Lunch and exhibition

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.

14.00: Panel discussion

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

14.45: How to create human connections with anyone - Ben Hanlin, Magician, Businessman & Speaker

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.

15.30 – 16.00: Coffee and exhibition

16.00: Joining the dots - James Mitton, Director General Enterprise, Transformation Group, HMRC

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.

16.30: Customer service – a business asset driving sustainable growth - Steve Hughes, Group CEO, Coventry Building Society & The Co-operative Bank

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.

17.00: Conference closes

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.

Official Exhibitors 2027:

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

Feedback from previous conferences:

“If you are passionate about customer experience and the part you can play in growing a Service Nation, this is an opportunity to hear from leading experts across a variety of business sectors, as well as a fantastic way to grow your network!.”

Paula Dawson, Head of Customer Support Services, UKSBS

“Definitely attend, an opportunity to spend the day immersed with like minded service obsessed senior professionals, to help develop and challenge your current position and thinking.”

Michelle West-Wiggins, Director of Customer Experience, Cirencester Friendly Society

“Definitely attend – just to feel the positivity in the room is something that you rarely experience at other conferences, coupled with the fact the speakers are so passionate and inspiring, it’s one not to be missed.”

Ellie Heath, Customer Excellence Manager, Gateway Qualifications

“The package of insight, quality of speakers and sharing of best practice is both inspiring and motivating – I left the conference ready to put the learnings into action!”

Catherine Petersen, Head of Property, Pet & Equine Claims Operations, NFU Mutual

“It is a fantastic event and well worth attending – I left feeling energised and motivated. Great opportunity to meet like-minded professionals who are passionate about service and who all have valuable insight to share with their peers.”

Danielle Sones, Managing Director, ABa Quality Monitoring

“This year’s event was a standout one for me because of the calibre of speakers and topics covered, I’d recommend attending next year’s.”

Anna Roberts, Customer Experience Manager, Wessex Water Services

“The quality of the speakers was outstanding – a real privilege to hear them speak and benefit from their experiences. This is by far the highest quality event that I have ever attended.”

Lindsay Born, Head of Centre Management, Cambridge University Press and Assessment

“Overall excellent calibre of speakers and conversation.”

Anna Roberts, Customer Experience Manager, Wessex Water Services

“The speakers were brilliantly selected, all delivered great insight from their experience. I have not been so impressed with an event for a long time.”

Karen Howard, Managing Director, The Retail Bulletin

“Inspiring speakers reminding me of the bigger picture and to think outside the box.”

– Emma Bisson, Finance Customer Response Section Manager, Specsavers

was the overall satisfaction score for our Annual Conference 2025

out of 10 likely to attend the Conference again

likelihood to recommend to friends or colleagues

See all photos

Annual Conference

Tickets

Speakers

Exhibitors

Feedback

Gallery

Member tickets

Non-member tickets

Date

Venue

Click image for bio:

Jo Causon

Rachel Johnson

Ant Middle

Steve Heapy

Joe Gordon

Jayne Wall

Pierre Coppin

Steve Hughes

James Mitton

Ben Hanlin

Click image for bio:

Joe Richardson

Jacqueline Starr

Suleman Alli

Chris Pitt

Sonia Astill

Paula Dawson, Head of Customer Support Services, UKSBS

Michelle West-Wiggins, Director of Customer Experience, Cirencester Friendly Society

Ellie Heath, Customer Excellence Manager, Gateway Qualifications

Catherine Petersen, Head of Property, Pet & Equine Claims Operations, NFU Mutual

Danielle Sones, Managing Director, ABa Quality Monitoring

Anna Roberts, Customer Experience Manager, Wessex Water Services

Lindsay Born, Head of Centre Management, Cambridge University Press and Assessment

Anna Roberts, Customer Experience Manager, Wessex Water Services

Karen Howard, Managing Director, The Retail Bulletin

– Emma Bisson, Finance Customer Response Section Manager, Specsavers

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