Annual Conference

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The Service Nation: Leading with purpose

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.

Full price tickets are £765 for members and £985 for non-members. Register now to take advantage of our Early Bird 3 pricing – valid for a limited time only:

Early bird pricing: member tickets

Valid until 31st December 2024

£685
Book here

Early bird pricing: non-member tickets

Valid until 31st December 2024

£885
Book here
Amol Rajan
Conference Chair

Date & time

4 March, 2025 9:00 – 17:00

Venue

Hilton on Park Lane, London

Hear from experienced leaders redefining the future of CX
Connect with peers, industry experts & thought leaders
Access the latest industry trends to help you foster loyalty & sustainable growth
Equip yourself with practical tools and strategies for leading with purpose
Annual Conference Speakers 2025
Click image for bio:
Amol Rajan

Amol Rajan

Journalist, Broadcaster & Writer
Jon Paull

Jon Paull

Chief Operating Officer, Octopus Energy Group & Kraken Technologies
Hannah Gibson Headshot

Hannah Gibson

CEO, Ocado Retail
Greg Reed

Greg Reed

Group Chief Executive, Places for People
Jo Causon Headshot

Jo Causon

CEO, The Institute of Customer Service
Alison Rose Headshot

Dame Alison Rose, DBE

Former CEO, NatWest Group
Simon Brown

Simon Brown

CEO, Landmark Information Group
Liz Jackson headshot - Initium

Liz Jackson

Sales & Marketing Director, Initium Corporate Finance
Annual Conference Panellists 2025

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.

Louise Locke

Louise Locke

Executive Director of Customer Service, Information Commissioner's Office
Mohsen-Ghasempour

Mohsen Ghasempour

Director of AI, Kingfisher
Paul Wilkinson

Paul Wilkinson

Product Director, Deliveroo
0.9
out of 10 likely to attend the Conference again
0
out of 10 would recommend it to friends or colleagues
0.9
was the overall satisfaction score for our Annual Conference 2024
Official Exhibitors 2025:

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. 

Cirrus logo
Feedback from previous conferences:

“Well worth attending for hearing from inspirational speakers and creating thought provoking ideas to bring into your role and company.”

Hannah Chapple, Customer Experience Director, Berkeley Homes

“Don’t question it just go, as it’s a valuable day of learning and networking. Some great speakers that have a passion for service and see it as a vocation not just a job.”

Carolyn Wilkinson, Senior Manager, Customer Experience, NewDay

“Definitely attend as it is a great opportunity to network, hear from different sectors/industries and different people will take different things away from it.”

Scott Duncan, Head of Client Services, Insights L&D

“It is a great opportunity to meet like-minded individuals across a variety of sectors, gain insight and grab ideas for your own organisation.”

Karma Harvey, Head of Customer Strategy and Insights, The Coal Authority

“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
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