Next Upcoming Event
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2026
Service Leadership – Webinar (20 Oct) Virtual Event
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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.
October 2026
Service Leadership – Webinar (20 Oct)Open to Members & Non-Members Virtual Event
Service Leadership: Building Capability, Shaping Culture and Creating Impact Service leaders are operating in increasingly complex environments. Changing customer expectations, new technology, operational pressures and evolving ways of working all place greater demands on those leading service teams. So, how can we develop leaders with the confidence and capability to shape positive service cultures, support…
Breakthrough Research: What Future for Customer Service?Members only Virtual Event
The Institute’s latest Breakthrough Research on The Future of Customer Service looks at how the customer experience environment will evolve in the next 10 years and what this means for customers, employees and organisations. The research examines high impact scenarios which could radically impact customer service, as well as scenarios focusing on the roles of…
Service Wellbeing & Resilience Workshop (30 Oct 2026)Members only Virtual Event
Sustaining performance under pressure Customer-facing roles can be rewarding, but they can also be challenging, particularly when dealing with difficult interactions and ongoing pressure. This practical workshop looks at how stress can build up over time and provides simple, practical tools to help participants manage emotions, reset after challenging situations, look after their wellbeing and…
November 2026
Trainer Forum (3 Nov 2026)Members only Virtual Event
Best Practice Sharing, Quality Assurance and Consistent Delivery of Certificate Programmes This forum brings together all approved in-house trainers delivering Institute Certificate courses. The session focuses on sharing best practice, strengthening quality assurance, and ensuring a consistent, high-quality learner experience across all certificate programme delivery. The forum also provides an opportunity to reflect on delivery…
Coaching for Service Performance – (11 & 25 Nov 2026)Members only Virtual Event
Enhancing Service Performance Through Coaching Build practical coaching skills to drive performance improvement in customer service environments while learning to apply structured techniques such as the GROW framework and build confidence in others. This course combines theory with hands-on practice, making it ideal for both beginners and those looking to refine their skills. Includes the…
North East Regional Member Meeting – The Future of Customer Service (11 Nov)Members only
This regional event is exclusive to members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this half day session with Robert Taylor, UK Director of Customer Experience, Lowell Financial. This meeting will focus on The Future of Customer Service. We will open the meeting for an interactive discussion and encourage all members to…
Member Experience Day – M&S (12 Nov 2026)Members only
This Member Experience Day is exclusive to members of The Institute. Our upcoming Member Experience Day will be hosted by Marks & Spencer at their Chester offices. Join us for this exclusive Member Experience Day and gain an inside look at how M&S approach service excellence. Hear from the team about their service strategy, practical insights…
December 2026
Head to Head with Jennifer Henderson, Chief Executive and Keeper (Registers of Scotland)Open to Members & Non-Members Virtual Event
Our CEO, Jo Causon will be meeting with Jennifer Henderson, Chief Executive and Keeper of Registers of Scotland, as part of our Head to Head series to discuss leadership and challenges faced. Jennifer is the Chief Executive and Keeper of the Registers of Scotland (RoS), which is the government body responsible for compiling and maintaining…
Trusted Advisory Network Meeting (Virtual) – 3 Dec 2026TAN Members Only Virtual Event
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 with Brian Weston, the Institute’s Director of Research and Member Propositions. This meeting will focus on previewing our Customer Service Trends for 2027, which examines the issues and trends that will be…
Customer Service Trends & Predictions for 2027 Webinar (9 Dec 2026)Open to Members & Non-Members Virtual Event
2027 is set to bring continued change and new challenges for customer service, customer experience and the wider business environment. Our Customer Experience Trends 2027 webinar will explore the key issues, emerging developments and trends that are expected to shape customer experience, organisational culture, employee engagement and business performance over the year ahead. The session…
January 2027
UKCSI In-person Launch (19 Jan 2027)Members only
Join us at Nationwide’s Threadneedle Street offices in London on 19 January 2027 for the launch of the latest UK Customer Satisfaction Index (UKCSI) and be among the first to hear what the data reveals about the changing customer landscape. First published in 2008, the UKCSI has become the definitive benchmark for customer satisfaction in…
UKCSI January 2027 Launch: Member webinar (21 Jan 2027)Members only Virtual Event
Join us for the Member-only launch webinar of the January 2027 UK Customer Satisfaction Index (UKCSI). This session, hosted by our CEO Jo Causon, will explore the latest findings from the UKCSI, providing insights about the current state of customer satisfaction landscape, the key factors influencing customer experience and service performance, and recommendations about where…
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