| Download the conference brochure for more details. | ||||||
Tuesday 23 March 2010 | Wednesday 24 March 2010 | |||||
08:45 | Registration and exhibition | 08:00 | Registration and exhibition | |||
| 09:45 | Chairman's introduction Robert Crawford, director client services, Institute of Customer Service | 09:00 | Liz Jackson, founder and managing director, Great Guns Marketing | |||
| - Industry expert on-stage interview by Colin Shaw | ||||||
| 09:50 | Jo Causon, chief executive, Institute of Customer Service | 09:45 | Des Benjamin, chief executive, Simplyhealth | |||
| - Industry expert on-stage interview by Colin Shaw | ||||||
| 10:00 | Dr Vince Cable, shadow chancellor of the exchequer, Liberal Democrats | 10:30 | Exhibition and refreshments | |||
| 10:20 | Roger Martin-Fagg, economist | 11:00 | ICS Question Time | |||
| Chaired by Mary Chapman, chairman, Institute of Customer Service | ||||||
| 11:00 | Exhibition and refreshments | Panellists: | ||||
| - Jonathan Mindell, customer service director, Mercer | ||||||
| 11:30 | Julie Southern, chief commercial and financial officer, Virgin Atlantic Ltd | - Jo Causon, chief executive, Institute of Customer Service | ||||
| - Industry expert on-stage interview by Chris Daffy | - Carol Lewis, journalist, The Times | |||||
| 12:15 | Steve Gold, vice president key accounts - technology, Oracle | - Oke Eleazu, vice president, Institute of Customer Service | ||||
| - Industry expert on-stage interview by Chris Daffy | - Ian Smith, president, Institute of Customer Service | |||||
| 13:00 | Lunch and exhibition | |||||
| 12:00 | Lunch and exhibition | |||||
| 14:00 | Breakout session one (choose one of the following) | |||||
| 1). Steve Settle, director customer service, Toyota | ||||||
| 2). Bob Johnston, professor, Warwick Business School | 13:00 | Interactive breakout sessions (choose one of the following) | ||||
3). Andy Wood, managing director, Adnams | 1). Dale Smith, managing director, BRIDGE | |||||
| 2). Jill Dean, client services director, Power Train | ||||||
| 14:45 | Breakout session two (choose on of the following) | 3). Debate chaired by the Oxford Union Debating Society president: | ||||
| 1). Ashridge Business School - ICS Breakthrough ROI Research | Speakers: | |||||
| 2). Andy Fisher, superintendent, Merseyside Police | Derek Williams, chief executive, The WOW! Awards | |||||
| 3). Kevin Griffiths, senior vice president - cabin crew, Emirates | Frea O'Brien, managing director, Customer First UK Ltd | |||||
| SOCAP | ||||||
| 15:30 | Exhibition and refreshments | TBA | ||||
| 16:00 | Lynne Copp, managing director, The Worklife Company | 14:00 | Exhibition and refreshments | |||
| 16:45 | Close | 14:30 | Jo Causon, chief executive, Institute of Customer Service | |||
Gala dinner | 14:45 | Chris Moon, inspirational speaker | ||||
| 19:00 | Pre-dinner drinks | 15:30 | Close | |||
| 19:30 | Dinner | |||||
| 21:00 | Mark Watson, comedian | |||||
