Next Upcoming Event
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2026
UKCSI In-person Launch (20 Jan 2026)
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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.
January 2026
UKCSI In-person Launch (20 Jan 2026)Members only
Following the success of last year’s debut, we’re delighted to bring back our in-person UK Customer Satisfaction (UKCSI) launch hosted by first direct on 20 January 2026, 08:30 – 11:30 am. Since its first publication in 2008, the UKCSI has evolved into the definitive benchmark for customer satisfaction in the UK. Today, it’s used by…
Service Wellbeing & Resilience Workshop (23 Jan 2026)Members only Virtual Event
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace resilience toolkit. The workshop includes: Understanding emotions & the emotional cycle Managing stress & recognising…
UKCSI January 2026 Launch: Member webinar (26 Jan 2026)Members 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 on the current state of customer satisfaction. This launch will also feature compelling new insights about customer confidence, purchasing decisions and priorities when choosing an organisation. Our CEO, Jo Causon, and Brian…
UKCSI January 2026 Launch: Open webinar (28 Jan 2026) Virtual Event
For our January 2026 UKCSI, we are hosting a special version of our launch webinar, for non-members. The webinar will cover highlights and analysis of the current state of customer satisfaction and compelling new insights about customer confidence, purchasing decisions and priorities when choosing an organisation. This webinar will also show the range of membership…
February 2026
Customer Journey Mapping (2 Feb 2026)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…
Trusted Advisory Network Meeting (Physical) – 25 Feb 2026TAN 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 Rowena Maxwell, Managing Director, Accenture. This meeting will focus on ‘Deploying AI for Productivity, CX & Ethical Governance’. We will open the meeting for an interactive discussion and encourage…
Breakthrough Research: Deploying AI for Productivity, CX & Ethical GovernanceMembers only Virtual Event
Our upcoming Breakthrough Research assesses what effective deployment of AI and emerging technologies in a customer service context looks like in relation to productivity, customer experience, reputation, ethics and governance. The research draws on the perspectives and experiences of senior executives, employees and consumers. We look at how customer attitudes to AI are evolving and…
March 2026
Trust and Customer Experience (2 Mar 2026)Members only Virtual Event
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also explore trust as a key measure and driver of satisfaction. This interactive workshop is ideal…
Head to Head with Jenny Herrera, CEO (Good Business Charter)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Jenny Herrera, CEO at Good Business Charter, as part of our Head to Head series to discuss leadership and challenges faced. Jenny Herrera is the CEO of the Good Business Charter, which recognises responsible business practices across 10 components covering care for employees, customers, suppliers and the environment…
Annual Conference 2026 – Driving Growth Through ConnectionOpen to Members & Non-Members
Our Annual Conference is the UK’s largest platform for customer service thought leadership and best practice. It features top speakers from various industries and is ideal for business leaders and service professionals, from board members to managers. This year, our theme is ‘The Service Nation: Driving Growth Through Connection: as one of the four pillars…
UK Customer Satisfaction Awards 2026Open to Members & Non-Members
Be part of the celebration at the UK Customer Satisfaction Awards, where we recognise the organisations, teams, and individuals setting the standard for exceptional customer service. The Awards ceremony will be held on 10 March 2026 at the Hilton Park Lane, London, following The Institute’s Annual Conference. Programme: 19:00 – Pre-dinner drinks reception with cash bar 19:40…
Foundations In Customer Service Management – (25th Mar 2026)Members only Virtual Event
Elevate your team’s customer service with one of our most popular courses: a transformative two and a half day course designed to instill the mindset and skills of exceptional customer service professionals. Join the community of service professionals by enhancing your skills in the core fundamentals of customer service. Through interactive group discussions, live…
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