Next Upcoming Event
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2026
Coaching for Service Performance – (14th Jan 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.
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…
Head to Head with Ian Cain, CEO of Retail and Customer Markets (Pennon)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Ian Cain, CEO of Retail and Customer Markets at Pennon, as part of our Head to Head series to discuss leadership and challenges faced. Ian became CEO of SES Water in February 2020, bringing extensive experience from senior leadership roles in the UK utilities and service sectors.…
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…
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 and their team leaders 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…
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…
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…
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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