Next Upcoming Event
21
May
2026
Member Experience Day – Laithwaites Wine (21 May 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.
May 2026
Member Experience Day – Laithwaites Wine (21 May 2026)Members only
This Member Experience Day is exclusive to members of The Institute. Our upcoming Member Experience Day will be hosted by Laithwaites Wine at their Gloucester headquarters. Jo Causon, The Institute’s CEO, will be joined by Martyn Oakley, Group CIO, Andy Hawker, Customer Service & Logistics Director, Anna Tandy, Head of Customer Service & Andrew Harris, Head…
June 2026
Head to Head with James MacBeth, Managing Director (Auto Windscreens)Open to Members & Non-Members Virtual Event
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…
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…
Head to Head with Katherine Chapman, Executive Director (Living Wage Foundation)Open to Members & Non-Members Virtual Event
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…
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…
Customer Journey Mapping (21 Jul 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 time to reflect on how the customer…
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…
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