There are always new events and webinars coming up. Some are open to the wider world, business leaders and customer service professionals, but most are exclusive to our members. Another great reason to become a member.
Next Upcoming Event
02
May
2024
Head to Head with Joanna Swash (Moneypenny)
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May 2024
Head to Head with Joanna Swash (Moneypenny)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Joanna Swash, Group Chief Executive Officer of Moneypenny, as part of our Head to Head series to discuss leadership and challenges faced. Joanna was recruited as Moneypenny’s first salesperson in 2005 – today Joanna is Group CEO of an International business that has grown to employ more…
Head to Head with Gillian Chamberlain​ (Capita)Open to Members & Non-Members
Our CEO, Jo Causon, will be meeting with Gillian Chamberlain​, Managing Director, Ireland, at Capita, as part of our Head to Head series to discuss leadership and challenges faced. Gillian joined Capita Experience ​in 2022 as Managing Director for the Ireland business.​ As an experienced commercial, sales, marketing and portfolio leader at a global level, Gillian has…
Trusted Advisory Network Meeting – 16 May 2024TAN Members Only
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 90 minute session alongside a senior leader from our TAN membership. This meeting will focus on our upcoming Breakthrough Research on Equality, Diversity and Inclusion and Customer Service, which examines whether some people…
Building High Performing Teams – Recruitment & Retention (21 May 2024)Members only Virtual Event
This half day workshop aims to provide delegates with insights and practical strategies for recruiting and retaining high-performing customer service professionals. Attendees will gain valuable knowledge to enhance their recruitment processes, build a strong team, and implement effective retention strategies to promote and sustain employee engagement, satisfaction, and long-term commitment. The workshop is ideal for…
Breakthrough Research Launch: The Future of Service LeadershipMembers only Virtual Event
Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: The Future of Service Leadership The latest Breakthrough Research from The Institute will help leaders better understand where they need to focus to drive service and business performance and inform the way organisations recruit and develop leaders. The research will examine fresh evidence…
June 2024
Customer Metrics (7 Jun 2024)Members only Virtual Event
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the relational? Come to think of it, how do we measure trust? To support critical thinking the workshop focusses on how to measure customer satisfaction, how…
Handling Complaints Effectively (20 Jun 24)Members only Virtual Event
Our Handling Complaints Effectively workshop, facilitated by The Institute’s Academy experts, will guide your people on the key principles and skills of effective complaint handling. This session is ideal for those who are looking to enhance their capability and confidence around complaint handling, enabling them to resolve complaints effectively and right first time. People…
July 2024
Customer Service Root Cause Analysis (8 Jul 2024)Members only Virtual Event
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues and problems remain unresolved. Organisations need to do more to ensure they are capturing a…
UKCSI July 2024 Launch: Member-exclusive webinarMembers only Virtual Event
Join us for the Member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we will share the highlights and analysis of the current state of customer satisfaction. Our CEO, Jo Causon, and our Head of Research and Insight, Brian Weston, will guide you through the latest findings and help you interpret insights.…
Annual General Meeting and Members’ Meeting 2024 (10 Jul 2024)Members only
Our Annual General Meeting and Members’ Meeting is an exclusive, member-only event offering you an excellent forum to network with the UK’s leading organisations and learn from best practice. Our 27th AGM and Members’ Meeting will take place on 10th July, 2024 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO…
September 2024
Handling Challenging Customer Interactions (10 Sep 2024)Members only Virtual Event
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated by The Institute’s Academy experts, will help prepare your people for various situations they…
Trusted Advisory Network Meeting – 12 September 2024TAN Members Only
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 90 minute session alongside a senior leader from our TAN membership. This meeting will focus on recruiting, developing and retaining the skills for customer excellence. We will highlight key actions and enablers to…
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