Annual General Meeting (AGM)

The Annual General Meeting 2024

The Institute of Customer Service’s Annual General Meeting and Members’ Meeting is an exclusive, members-only event offering you an excellent forum to network with the UK’s leading organisations and learn from best practice.

Our 27th AGM and Members’ Meeting will take place on 10 July, 2024 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO of The Institute.

This is your chance to find out what we have been doing to support you, meet some of the team and network with peers, as well as an opportunity to shape the future direction of The Institute and ask any questions of us.

At the Member Meeting, we will discuss the latest UK Customer Satisfaction Index (UKCSI) findings, and you’ll be able to probe the organisations that have led the way in service satisfaction over the 15+ years we have been running the nation’s barometer of customer service.

Our UKCSI Top Performers Panel Session will feature:

  • Lucinda Scott, Customer Service Director, first direct
  • Kenneth Lynch , Head of UK Customer Experience, Amazon
  • Gareth Franks, Distribution Strategy, Planning & Operations Director, Nationwide Building Society
  • Anne Clarke, Senior Customer Propositions Lead, Waitrose & Partners
Register here (Members only)

Date & time

10th July, 2024 9:00 – 13:00

Venue

Glaziers Hall, London Bridge

Stay informed on The Institute’s performance, strategies and future plans
Exercise your right to vote & make your voice heard
Connect with fellow members, expand your network and share perspectives
Learn more about corporate governance, financial management & industry trends

AGM 2024

Annual General Meeting and Members’ Meeting 2024

  • Date: Wednesday 10th July, 2024
  • Venue: Glaziers Hall (London)

Agenda:

  • 9:00 am: Registration and refreshments upon arrival
  • 9:30 am: Welcome and introductions
  • 9:45 am: AGM starts – review of 2023-24 and 2024-25 business plan
  • 10:45 am: Refreshment break
  • 11:00 am: Members meeting – UKCSI Top Performers Panel
  • 12:00 pm – 1:00 pm: Lunch and networking
  • 1:00 pm: Close

Spaces are limited to two attendees per organisation, so please register now. We reserve the right to limit each member to two places, should we hit the venue’s capacity. Each organisation receives one vote during the event. If more than one person per organisation votes, only the first vote will be counted.

If you have further enquiries please contact icsevents@icsmail.co.uk or call us 0207 260 3034.

AGM 2023

Annual General Meeting and Members’ Meeting 2023

  • Date: Tuesday 18th July, 2023
  • Venue: Glaziers Hall (London)

Agenda:

  • 9:00 am: Registration and refreshments upon arrival
  • 9:30 am: Welcome and introductions
  • 9:45 am: AGM starts – review of 2022-23 and 2023-24 business plan
  • 10:45 am: Refreshment break
  • 11:00 am: Members meeting – Speaker and panel session
  • 12:00 pm – 1:00 pm: Lunch and networking
  • 1:00 pm: Close

Spaces are limited to two attendees per organisation, so please register now. We reserve the right to limit each member to two places, should we hit the venue’s capacity. Each organisation receives one vote during the event. If more than one person per organisation votes, only the first vote will be counted.

If you have further enquiries please contact icsevents@icsmail.co.uk or call us 0207 260 3034.

Register here (Members only)

AGM 2022

Annual General Meeting and Members’ Meeting 2022

  • Date: Wednesday 13 July, 2022
  • Venue: Church House Westminster, 27 Great Smith Street, Westminster, London SW1P 3NZ.

Agenda:

  • 9am: Registration and refreshments upon arrival
  • 9:30am: Welcome and introductions
  • 9:45am: AGM: review of 2021-22 and looking forward – 2022-23 business plan
  • 10:45am: Refreshment break
  • 11am: Members’ meeting – Speaker and panel session
  • 12:00pm – 12:15pm Products and services news – what’s new and coming up?
  • 12:15pm-1:30pm: Lunch and networking opportunities

Spaces are limited to two attendees per organisation, so please register now. We reserve the right to limit each member to two places, should we hit the venue’s capacity. Each organisation receives one vote during the event. If more than one person per organisation votes, only the first vote will be counted.

We are monitoring Government advice regarding any Covid-related restrictions. We would like to encourage every attendee to take the lateral flow test the evening before or the morning of the event. Upon arrival you will be asked to confirm that you have had a negative test result within the last 24 hours. If you have any symptoms, please do not travel. There will be a limited number of tests available on the reception desk.

If you have further queries please contact icsevents@icsmail.co.uk or call us 0207 260 3034.

RSVP now (Members only)

AGM 2021

Annual General Meeting and Members’ Meeting 2021

  • Date: Wednesday 14 July, 2021
  • Venue: Our AGM was livestreamed virtually from our London office

Agenda: 

  • 10.15am – Welcome & introductions
  • 10.20am – AGM and review of 2020/2021
  • 10.55am – Looking forward: 2021/2022 business plan
  • 11.10am – Q&A
  • 11.15am – Meeting closed

Please note that a maximum of two attendees per organisation may attend the AGM but only one of the organisation’s attendees may vote on the resolutions. If more than one person per organisation votes, only the first vote will be counted.

Resources:

Vote on 2021 resolutions or appoint your proxy online here – alternatively, download a printable version of the proxy form

AGM 2020

Annual General Meeting and Members’ Meeting 2020

  • Date: Tuesday 22 September 2020

Due to the ongoing Covid-19 crisis and the restrictions around large gatherings, our 2020 AGM was livestreamed virtually – watch it below:

Agenda:

  • 10.15am – Welcome & introductions
  • 10.20am – AGM and review of 2019/2020
  • 10.55am – Looking forward: 2020/2021 business plan
  • 11.10am – Q&A
  • 11.25am – Meeting closed


Please note that a maximum of two attendees per organisation may attend the AGM but only one of the organisation’s attendees may vote on the resolutions. If more than one person per organisation votes, only the first vote will be counted.

Downloadable documents:

Click here to appoint your proxy online – Alternatively, download a printable version of the proxy form

AGM 2019

Annual General Meeting and Members’ Meeting 2019

The formal AGM and Member meeting featured presentations from:

  • Simon Roberts, Chairman of The Institute – Reviewing the Institute’s 2018/19 financial year
  • Jo Causon, CEO of The Institute – The Institute’s future strategy, the latest UKCSI results and trends
  • Joe Gordon, CEO of first direct – Data, Trust and Service: first direct’s vision for financial wellbeing

Downloadable document:

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