Next Upcoming Event
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September
2025
Handling Complaints Effectively (1 Sep 25) 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.
September 2025
Handling Complaints Effectively (1 Sep 25)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…
Breakthrough Research Launch: Resetting Employee EngagementMembers only Virtual Event
The Institute’s next Breakthrough Research on Resetting Employee Engagement will be launched at a member-exclusive webinar on Mon 8 September. The event will include a presentation of the research, followed by a panel discussion and Q&A. The key purpose of The Institute’s research is to assess what is required, now and in the future, to…
Head to Head with JJ Jang, VP of Data Science (IRIS Group)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with JJ Jang, VP of Data Science at IRIS Group, as part of our Head to Head series to discuss leadership and challenges faced. This webinar will be presented live only, and the recording will not be available after the session. IRIS Software Group is a leading global…
Book Launch: Start with the CustomerOpen to Members & Non-Members
We have a limited number of tickets to the special launch of a new book: Start with the Customer by Peter Cross with Jo Causon taking place on the 9th September at Samsung KX. This event brings together leading industry professionals to explore how organisations can build service cultures that meet the demands of today’s…
Customer Journey Mapping (17 Sep 2025)Members only Virtual Event
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future. With customer expectations changing, organisations are also facing cost reductions and need for efficiencies. It is an ideal time to reflect on how the customer…
QPM Best Practice & Networking Forum (25 Sep 2025)Members only Virtual Event
The Qualifications Programme Manager Networking Forum is a virtual members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and dedicated to Qualifications Programme Managers looking to plan and gain best practice and insight into running an Institute…
Assessor Quality Assurance and Skills Development Forum (25 Sep 2025) Virtual Event
The Assessor Forum is a members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and is exclusive to Accredited Assessors and Assessors who are signed off to undertake single qualifications. The Assessor Code of Practice requires…
Customer Metrics (29 Sep 2025)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…
October 2025
Trusted Advisory Network Meeting (Physical) – 2 October 2025TAN Members Only
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2 hour session with a guest speaker from our membership (to be confirmed). This meeting will focus on Changing customer behaviour. We will open the meeting for an interactive discussion and encourage all members…
Head to Head with Craig Brown, Chief Operating Officer (Legal & General Retail)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Craig Brown, Chief Operating Officer of Legal & General Retail, as part of our Head to Head series to discuss leadership and challenges faced. Craig is accountable for operations across Retail Protection, Annuities, Workplace Savings and Home Finance businesses. He’s also overseeing Legal & Genral’s Retail-wide agile…
Introduction to Vulnerable Customers (7 Oct 2025)Members only Virtual Event
Our Introduction to Vulnerable Customers online workshop will provide leaders and managers with customer service teams, and frontline staff, with an introduction to and understanding of vulnerability, and how to provide service to those identified as vulnerable Workshop format This interactive webinar includes group discussions and case study reviews, providing an opportunity to explore and…
Introducing the Academy – Webinar (9 Oct 2025)Open to Members & Non-Members Virtual Event
Join us for an exclusive webinar introducing The Academy, the learning and development hub of The Institute of Customer Service. The Academy offers expert-led training from half-day online workshops to 12 month management qualifications. With nearly 30 years of experience and over 20,000 individuals trained, we cover everything from service fundamentals and empathy to complaints…
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