Next Upcoming Event
30
June
2026
Breakthrough Research: Climate Change and Customer Service 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 2026
Breakthrough Research: Climate Change and Customer Service Members only Virtual Event
Our upcoming research will examine how climate change is impacting customer expectations and behaviours, as well as organisations’ resilience and ability to respond to extreme weather events. The live webinar will include a presentation of the research, followed by a panel discussion and Q&A. The research explores how customer attitudes on climate change and environmental…
July 2026
Understanding & Supporting Vulnerable Customers Workshop (1 Jul 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…
UKCSI July 2026 Launch: Member webinar (7 Jul 2026)Members only Virtual Event
Join us for the Member-only launch webinar of the July 2026 UKCSI. In a context of global uncertainty, subdued economic growth and fragile consumer confidence, we will assess the state of customer satisfaction in the UK and the key factors shaping the customer experience environment. Our CEO, Jo Causon, and Brian Weston, Director of Research…
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’…
Customer Service Essentials (14, 15, 28 Jul 2026)Members only Virtual Event
Registration closes: 14 June 2026 Build a strong foundation in customer service knowledge, skills, and behaviours. Ideal for all customer-facing roles, this course focuses on delivering positive customer experiences, applying best practice, and developing long-lasting customer relationships. Includes a Service Improvement Opportunity, enabling delegates to apply learning to a real workplace scenario. Delegates are certificated on…
UKCSI July 2026 Launch: Non-member webinar (22 Jul 2026) Virtual Event
For the July 2026 UKCSI, we are hosting a special version of our launch webinar, for non-members. The webinar will cover highlights and insights from the latest UKCSI. The webinar is hosted by The Institute’s CEO, Jo Causon, and Brian Weston, Director of Research and Member Propositions, who will share the latest customer satisfaction index…
August 2026
Head to Head with Colin Fyfe, CEO (Unity Trust Bank)Open to Members & Non-Members Virtual Event
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…
September 2026
Head to Head with Richard Nicholls, Managing Director (Brook Green Supply)Open to Members & Non-Members Virtual Event
Our CEO, Jo Causon will be meeting with Richard Nicholls, Managing Director at Brook Green Supply, as part of our Head to Head series to discuss leadership and challenges faced. Richard Nicholls is Managing Director and co-founder of Brook Green Supply. With over 20 years’ experience across energy markets, including roles at CFP Energy, Bloomberg…
Service Wellbeing & Resilience Workshop (15 Sep 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…
Customer Service Impact (29 Sep & 13 Oct 2026)Members only Virtual Event
Strengthening Trusted Customer Relationships Develop the skills and confidence to deliver effective service and build trusted customer relationships. Learn how perceptions influence service delivery, manage challenging situations & conflict, and apply Emotional Intelligence in practice. Includes a work-based assignment to support practical application of learning in the workplace. Delegates are certificated on successful completion. Day…
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…
November 2026
Coaching for Service Performance – (11 & 25 Nov 2026)Members only Virtual Event
Enhancing Service Performance Through Coaching Build practical coaching skills to drive performance improvement in customer service environments while learning to apply structured techniques such as the GROW framework and build confidence in others. This course combines theory with hands-on practice, making it ideal for both beginners and those looking to refine their skills. Includes the…
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