We’re excited to share that Lysa Hardy, UK CEO of Caffè Nero UK will be speaking at our #ICSConf27! Lisa is known for combining strategic clarity with a deeply human leadership style - creating environments where people, customers, and businesses can thrive. Book your tickets 👇

In our next Head to Head, Myrtle Lloyd, Director General for Customer Services @HMRCgovuk will be joining us to explore leadership & service transformation. She will share her perspectives on leading complex organisations, improving service delivery and driving better outcomes 👇

In an increasingly uncertain world, building organisational resilience has never been more crucial. For service leaders, this means empowering colleagues to act decisively, preparing for disruption and ensuring technology is deployed responsibly. Read full article below 👇

Entries are now closed for the #UKCSA27 - interest has been exceptionally high this year & we look forward to announcing our shortlisted individuals & organisations shortly. Tickets and tables are expected to sell out quickly, so secure your place now with Early Bird pricing 👇

Our latest #research highlights surprise/high impact scenarios which would have repercussions for the #CX environment. Across these scenarios, we highlight key themes relating to potential impact on customers, and key contingencies for organisations. Download the full report 👇

📰 Our latest issue of Customer Focus Magazine is now out! In this special edition, we explore the thinking behind Portis and its vision for the future of service. Featuring @HaysTravel, @firstdirect, @OctopusEnergy, @Wickes, @ZurichInsUK and more. Get your free copy below 👇

Our latest Breakthrough Research, 'Long Live Customer Experience' identifies 3 scenarios depicting what the service environment might look like in 2035, focusing in particular on the roles of AI & people in customer service. Download the full research to access all findings 👇

Our latest Breakthrough Research is now available to download. The report examines high impact scenarios which could radically impact service, as well as scenarios focusing on the roles of AI and people in customer service. Access the full report via the link in the comments 👇

Join us for a day of expert insight & valuable connections at #ICSConf27. With Amol Rajan returning as Conference Chair, our flagship event will bring service leaders together to tackle the challenges ahead, share ideas & consider how leadership can shape the future of service.

Join our Customer Service Trends & Predictions 2027 webinar for expert insights into the year ahead. We’ll explore the key developments set to influence CX, employee engagement & business performance, and what they mean for your organisation’s strategy. 📅 9 Dec, 9:00 – 10:00 am