Each year, hundreds of business leaders and service professionals come together at the London Hilton on Park Lane to learn from examples of global service excellence and share best practice at our Annual Conference.
It is our flagship event and the UK’s leading forum for customer experience thought leadership. This year, our theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow. Our experienced speaker line-up will discuss purposeful leadership strategies that drive sustainable success and foster positive impact across sectors.
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Our tech panel will feature key insights from industry experts and practical discussions on the topics of cyber security, AI, fake news and the digital revolution.
- 08.00: Registration, coffee and exhibition
- 09.15: Conference opening statement – welcome from Conference facilitator Amol Rajan – Radio 4 Today programme Presenter, Broadcaster, Journalist
- 09.20: The Service Nation: the impact of purpose and decisive leadership – Jo Causon, CEO, The Institute of Customer Service
- 09.50: Managing in changeable and chaotic times – Jon Paull, COO, Octopus Energy
- 10.20: Bringing the customer into the boardroom and enabling the data to come to life – Alison Platt, Chair, Hargreaves Lansdown
- 10.50: Coffee and exhibition
- 11.20: The joy of CX: creating growth through customer experience – Ken Hughes, Leading Consumer & Cyber Behaviouralist and the King of Customer Experience
- 12.05: The Service Nation, purpose, and regulation – is there always alignment? – Greg Reed, CEO, Places for People
- 12.35: Head-to-Head Live: Jo Causon interviews Hannah Gibson, CEO, Ocado – Leadership and its impact on culture
- 13.15: Lunch and exhibition
- 14.15: Panel session – Latest tech all wrapped up – Session Chair: Amol Rajan
- 15.00: Investing in professionalisation to achieve service excellence – Simon Brown, CEO, Landmark Information Group
- 15.30: Coffee and exhibition
- 16.00: Making the case for customer service ROI – Dame Alison Rose DBE, Senior Advisor, Charterhouse Private Equity; Advisor,
Mishcon de Reya; Trustee of Help for Heroes - 16.30: Attracting and retaining ‘good’ customers and ‘good’ employees Liz Jackson MBE, Director, BCMS Initium Corporate Finance
- 17.00 Conference closes
Explore our sponsorship opportunities, which will help position your brand as a key player in the industry and gain visibility and recognition among industry peers. Contact Sara Yarrow (sara.yarrow@icsmail.co.uk) for more information.
