The 2014 Annual Conference from the Institute of Customer Service

By Jo Causon, CEO, The Institute of Customer Service

The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and knowledge about customer service innovations and best practice.

The conference was introduced to allow customer service professionals to network with like-minded people and learn from each other. Each year the event has grown from strength to strength, in 2014 it will see nine speakers from leading UK organisations share their knowledge of different aspects of customer service, including the importance of trust and reputation; how customer data can be used to shape customer service strategies; the implications of big data for customer relationships, organisational structures and leadership.

The speakers sharing their thoughts will be; Compare, Krishnan Guru-Murthy, newsreader John Cridland, Director-General CBI Chris Popple, Managing Director, Digital, Royal Bank of Scotland Simon Calver, CEO, Mothercare Bernard Jenkin MP, Chairman of the Public Administration Select Committee Kypros Kyprianou, Group CEO, Ryman Stationery Paul Loft, Managing Director, Homebase Fran Millar, Head of Business Operations, Team Sky Ann Santry, CEO, Sovereign Housing Association Mick Yates, Leadership Strategist in the Big Data Era, Leader Values.

The overall theme of the day, Customer Service: Strategies for the new global economy, will explore how the UK can fulfil its potential as the global ‘go to’ location for excellent customer service and how organisations need to change and adapt to succeed in a complex, diverse and increasingly interconnected environment.

Jo Causon, chief executive, Institute of Customer Service: “Service is central to the future success of the UK economy. 70% of people work in roles which involve direct interaction with customers and more than 78% of UK GDP is related to services. Customer service therefore has a pivotal role to play in the continued recovery and success of UK businesses. This year’s conference explores the defining issues, innovations, strategies and insights which organisations need to address in the coming year and beyond.”

She added; “Simply, the conference is a great opportunity to share best practice and learn from a number of leading innovators across a range of industry sectors.”

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