The Institute of Customer Service Annual Conference: Driving Growth Through Connection London 2026

The Institute of Customer Service Annual Conference 2026 will occur on March 10, 2026 at the London Hilton on Park Lane. The one-day event will gather senior customer service leaders and industry practitioners across sectors.

The conference centers on the theme “The Service Nation: Driving Growth Through Connection” with expert speakers, peer networking opportunities and an exhibition area featuring CX research, technology and consultancy providers. The program will emphasize sustainable growth driven by customer service.

Core Themes at The Institute of Customer Service Annual Conference 2026

• The role of service in driving national economic growth—relevant for CX strategists and policy‑focused leaders
• Building stronger customer connections in a hybrid environment—targeted at operations heads and digital channel specialists
• Leveraging CX metrics to inform sustainable performance—useful for customer analytics and measurement teams
• Exploring technology, research and consultancy in CX transformation—relevant for vendor management and innovation leads

Who Should Attend The Institute of Customer Service Annual Conference 2026

• Customer experience directors and service transformation leads
• Contact‑centre and operations executives
• CX analytics, performance and measurement professionals
• Senior L&D, digital strategy and innovation leaders

Institute of Customer Service Product Offerings

• Annual conference – A high‑level forum combining thought leadership keynotes, peer networking and technology exhibits focused on customer service growth and connection.
• Professional workshops – One‑day sessions such as journey mapping, trust in CX and hybrid team management tailored for managers and team leaders.
• Certificate programmes – Structured qualifications in areas like service management, customer coaching and foundational CX skills for professionals.
• Accreditation and benchmarking – Standards such as ServiceMark, Business Benchmarking and Trust Index to assess and certify organisational CX performance.
• Insight consultancy – Bespoke research, the UK Customer Satisfaction Index (UKCSI) and advisory services to guide CX strategy and decision‑making.

Sponsors for Annual Conference 2026

• Pension Insurance Corporation (PIC)
• TLF Research
• Clarity