Next Upcoming Event
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2026
Trusted Advisory Network Meeting (Physical) – 25 Feb 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.
February 2026
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
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 three 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 chats, and whiteboard…
QPM Best Practice & Networking Forum (25 March 2026)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 Mar 2026) 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…
Handling Challenging Customer Interactions (31 Mar 2026)Members only Virtual Event
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated by The Institute’s Academy experts, will help prepare your people for various situations they may…
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…
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…
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