Next Upcoming Event
7
August
2025
Head to Head with Jesper With-Fogstrup, Group CEO (Moneypenny)
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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.
August 2025
Head to Head with Jesper With-Fogstrup, Group CEO (Moneypenny)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Jesper With-Fogstrup, Group CEO at Moneypenny, as part of our Head to Head series to discuss leadership and challenges faced. Jesper With-Fogstrup brings to Moneypenny a wealth of global experience, transformative leadership, and a steadfast commitment to people and technology for which Moneypenny is already famous. With…
Building High Performing Teams – Recruitment & Retention (18 Aug 2025)Members only Virtual Event
Our Building High Performing Teams 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…
Customer Service Essentials (26 August 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…
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…
Book Launch: Start with the CustomerMembers only
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 our Retail Protection, Annuities, Workplace Savings and Home Finance businesses. He’s also overseeing our Retail-wide agile transformation.…
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…
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