Next Upcoming Event
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November
2025
Member Experience Day – Octopus Energy (19 Nov 2025)
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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.
November 2025
Member Experience Day – Octopus Energy (19 Nov 2025)Members only
This Member Experience Day is exclusive to members of The Institute. Our inaugural Member Experience Day will be hosted by Octopus Energy at their London headquarters. Jo Causon, The Institute’s CEO, will be joined by Jon Paull, Chief Operating Officer and Joe Richardson, Operations Director and VP at the Institute to host this half day session.…
Connecting Customers with Digital (24 Nov 2025)Members only Virtual Event
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with digital will lead to greater self-sufficiency and overall satisfaction. With many everyday transactions being automated, organisations are seeing a shift in channel usage, with a…
Scotland Regional Member Meeting – Resetting Employee Engagement in the Changing WorkplaceMembers only
This regional event is exclusive to members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2.5 hour session with Greg Reed, CEO, Places for People. This meeting will focus on Resetting Employee Engagement in the changing workplace. This session will look at how customer service is seen as a reputational risk, how…
December 2025
Trusted Advisory Network Meeting – 2 December 2025TAN 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 a guest speaker to be confirmed. This meeting will focus on Trends. We will open the meeting for an interactive discussion and encourage all members to attend and participate, as…
Customer Journey Mapping: Find the Gaps, Fix the Pain Points – Webinar (2 Dec 25)Open to Members & Non-Members Virtual Event
Have you ever thought what your customers’ journeys look like, from their perspective? Are you able to find the gaps and fix the pain points? Join our free webinar, ‘Customer Journey Mapping’, a 30-minute taster session. Based on some of the key research from The Institute of Customer Services we will cover key insight and…
Foundations In Customer Service Management – (4th Dec 2025)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…
Handling Complaints Effectively (8 Dec 2025)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 who…
January 2026
Coaching for Service Performance – (14th Jan 2026)Members only Virtual Event
The Coaching for Service Performance certificate is a transformative learning experience designed to empower participants with effective coaching techniques tailored specifically for enhancing customer service environments. This program combines theoretical foundations with practical applications, making it ideal for individuals new to coaching or those seeking to refine their skills. Participants will dive into the essentials…
Introduction to Vulnerable Customers (19 Jan 2026)Members only Virtual Event
Our Introduction to Vulnerable Customers for 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…
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, 08:45 – 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…
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…
Managing Hybrid & Remote Teams (16 Feb 2026)Members only Virtual Event
Remote and hybrid are becoming the established ways of working. How can you best manage teams so they feel connected, engaged and deliver positive outcomes which drive customer satisfaction, loyalty, and trust? Find out at our member only Building Engaged Hybrid & Remote Service Teams online workshop, facilitated by The Institute’s Academy experts. This session…
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