Next Upcoming Event
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2026
Service Wellbeing & Resilience Workshop (24 Apr 2026) 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.
April 2026
Service Wellbeing & Resilience Workshop (24 Apr 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…
May 2026
Head to Head with Liz Walker, Chief Operating Officer (Unum)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Liz Walker, Chief Operating Officer at Unum, as part of our Head to Head series to discuss leadership and challenges faced. As Chief Operating Officer (COO), Liz is responsible for Unum’s service operations for brokers and customers. She drives the strategic development of Unum’s broker servicing, claims…
Service Culture Index Launch: Member-exclusive webinar (7 May 2026)Members only Virtual Event
We’re excited to unveil the launch of our Service Culture Index, the renamed and improved version of ServCheck – a more accessible, diagnosis tool for measuring your customer service culture. Join us on Thursday 7 May, 1–2pm, as Luke Fisher, Head of Product and Member Propositions, will walk you through what’s changed, why it matters…
Understanding & Supporting Vulnerable Customers Workshop (18 May 2026)Members only Virtual Event
Understanding and Supporting Vulnerable Customers Every customer deserves to be treated fairly, understood, and supported — but customers’ situations are not always the same. Some face challenges that require additional care and support, and it is essential that leaders, managers, and frontline teams know how to recognise and respond effectively. Join our interactive online workshop…
June 2026
Head to Head with James MacBeth, Managing Director (Auto Windscreens)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with James MacBeth, Managing Director at Auto Windscreens, as part of our Head to Head series to discuss leadership and challenges faced. James began his career with Auto Windscreens in 1992 as a Trainee Technician and has been part of the business ever since. His progression through operational…
Fix it Fast: Root Cause Solutions Workshop (9 Jun 2026)Members only Virtual Event
Fix it Fast: Root Cause Solutions Do you want to go beyond treating symptoms and start addressing the real reasons behind customer issues? Our interactive workshop will equip you with practical approaches to uncover the root causes of complaints and challenges, so you can implement solutions that truly make a difference. Who should attend This…
Trusted Advisory Network Meeting (Physical) – 24 Jun 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 guest speaker from our membership (to be confirmed). Theme: TBC We will open the meeting for an interactive discussion and encourage all members to attend and participate, as it…
July 2026
Head to Head with Katherine Chapman, Executive Director (Living Wage Foundation)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Katherine Chapman, Executive Director at Living Wage Foundation, as part of our Head to Head series to discuss leadership and challenges faced. Katherine joined the Living Wage Foundation as Director in March 2016. The Living Wage Foundation oversees the Living Wage movement in the UK and accredits…
Annual General Meeting and Members’ Meeting 2026 (8 Jul 2026)Members only
Our Annual General Meeting and Members’ Meeting is an exclusive member-only event, providing a unique opportunity to network with top UK organisations and gain insights from best practices. It will be held on Wednesday 8th July 2026 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO of The Institute. The Members’…
August 2026
Head to Head with Colin Fyfe, CEO (Unity Trust Bank)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Colin Fyfe, CEO at Unity Trust Bank, as part of our Head to Head series to discuss leadership and challenges faced. Colin Fyfe has led financial services firms for 10 years through his roles as Chief Executive Officer at Hinckley & Rugby Building Society and Darlington Building…
October 2026
Trusted Advisory Network Meeting (Physical) – 8 Oct 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 guest speaker from our membership (to be confirmed). Theme: TBC We will open the meeting for an interactive discussion and encourage all members to attend and participate, as it…
December 2026
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 2 hour session with a guest speaker from our membership (to be confirmed). Theme: TBC We will open the meeting for an interactive discussion and encourage all members to attend and participate, as it…
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