Next Upcoming Event
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June
2025
ROI Toolkit Launch: Member-exclusive webinar (25 Jun 2025) 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.
June 2025
ROI Toolkit Launch: Member-exclusive webinar (25 Jun 2025)Members only Virtual Event
On 25 June, The Institute launches an important new resource for members – The ROI Toolkit. At a time when investment in service is under pressure, it’s critical that customer service leaders and professionals credibly demonstrate the return on investment (ROI) of customer service. But demonstrating the organisation-specific ROI of service is often challenging and…
Trusted Advisory Network Meeting – 26 June 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 AI and productivity gain. We will open the meeting for an interactive discussion and encourage all members to attend…
July 2025
Head to Head with Rowena Maxwell, MD (Accenture)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Rowena Maxwell, Managing Director at Accenture, as part of our Head to Head series to discuss leadership and challenges faced. Rowena is a Managing Director at Accenture, leading Customer Sales and Service across the UK and Ireland. With over 25 years of experience, she has a proven…
UKCSI July 2025 Launch: Member-exclusive webinar (8 Jul 2025)Members only Virtual Event
Join us for the Member-only launch webinar of the July 2025 UK Customer Satisfaction Index (UKCSI), where we will share the latest insights into the state of customer satisfaction in the UK. The Institute’s CEO, Jo Causon, and our Director of Research and Member Propositions, Brian Weston, will guide you through the findings and draw…
Handling Challenging Customer Interactions (8 Jul 2025) – Physical WorkshopMembers only
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…
Annual General Meeting and Members’ Meeting 2025 (9 Jul 2025)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 9th July 2025 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO of The Institute. The Members’ Meeting…
Managing Hybrid & Remote Teams (14 Jul 2025)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…
Introducing the Academy – Webinar (16 July 2025)Open to Members & Non-Members Virtual Event
Join us for an exclusive webinar introducing The Academy, the learning and development hub of The Institute of Customer Service. The Academy offers expert-led training from half-day online workshops to 12 month management qualifications. With nearly 30 years of experience and over 20,000 individuals trained, we cover everything from service fundamentals and empathy to complaints…
Foundations In Customer Service Management – (24th July 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…
UKCSI July 2025 Launch: Open webinarOpen to Members & Non-Members Virtual Event
Join us for the Open webinar of the July 2025 UK Customer Satisfaction Index (UKCSI), where we will share the latest insights into the state of customer satisfaction in the UK. The Institute’s CEO, Jo Causon, and our Director of Research and Member Propositions, Brian Weston, will guide you through the findings and draw out…
August 2025
Trust and Customer Experience (4 Aug 2025)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…
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…
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