Annual General Meeting and Members’ Meeting 2024 (10 Jul 2024)

Our Annual General Meeting and Members’ Meeting is an exclusive, member-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 10th July, 2024 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO of The Institute. 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.

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

We encourage all members to attend and participate, as it is a great opportunity for them to share ideas, network with their peers, and for their voices to be heard, as each organisation receives one vote during the event.

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 Session
• 12:00 pm – 1:00 pm: Lunch and networking
• 1:00 pm: Close

Spaces are limited, 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 queries please contact icsevents@icsmail.co.uk or call us at 0207 260 3034.