ICS Annual Conference & Awards 2019


The Institute of Customer Service’s annual conference is theleading forum for customer service thought leadership and best practice in the UK. A paid-for event for the Institute’s members, the event attracts hundreds of business leaders and service professionals to learn from examples of global service excellence and share best practice. The conference is followed by the UK Customer Satisfaction Awards.

UK Customer Satisfaction Awards setup 2019



Held on the 5th March at the Hilton Park Lane, the conference was chaired and facilitated by award winning journalistNina Hossain. The exceptionally strong speaker line-up included Derek McManus, COO from Telefonica UK; Ben Fletcher,Managing Director of Clarks; Liv Garfield, Chief Executive from Severn Trent and Sir John Timpson CBE, Chairman of Timpson; followed by a panel session. Following a day of learning and insight, the delegates left and the evening guests for the UK Customer Satisfaction Awards began to arrive. The new lighting and content transformed The Grand Ballroom from an engaging learning environment to a celebratory awards show. Hosted by Neil Malarkey, the evening saw winners for 14 categories including the prestigious UK Customer Satisfaction Index Awards for Most Improved and Best in UK both of which are awarded based on their score in January 2019 UKCSI results.

Photos by Mark Hakansson / The Institute of Customer Services.