Events

Events

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May 2024
Gillian Chamberlain Featured Image

Head to Head with Gillian Chamberlain​ (Capita)

Our CEO, Jo Causon, will be meeting with Gillian Chamberlain​, Managing Director, Ireland, at Capita, as part of our Head to Head series to discuss leadership and challenges faced. Gillian joined Capita Experience ​in 2022 as Managing Director for the Ireland business.​ As an experienced commercial, sales, marketing and portfolio leader at a global level, Gillian has…
08 May
14:30 - 15:00
Online
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Trusted Advisory Network Meeting – 16 May 2024

  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 alongside a senior leader from our TAN membership. This meeting will focus on our upcoming Breakthrough Research on Equality, Diversity and Inclusion and Customer Service, which examines whether some people…
16 May
08:30 - 10:00
Online
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Building High Performing Teams – Recruitment & Retention (21 May 2024) Virtual Event

This 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 workshop is ideal for…
21 May
09:30 - 13:00
Online
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Breakthrough Research Launch: The Future of Service Leadership Virtual Event

Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: The Future of Service Leadership  The latest Breakthrough Research from The Institute will help leaders better understand where they need to focus to drive service and business performance and inform the way organisations recruit and develop leaders. The research will examine fresh evidence…
29 May
08:30 - 10:00
Online
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June 2024

Customer Metrics (7 Jun 2024) Virtual Event

We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the relational? Come to think of it, how do we measure trust? To support critical thinking the workshop focusses on how to measure customer satisfaction, how…
07 Jun
09:30 - 13:00
Online
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Handling-Complaints-Effectively

Handling Complaints Effectively (20 Jun 24) Virtual Event

  Our Handling Complaints Effectively workshop, facilitated by The Institute’s Academy experts, will guide your people on the key principles and skills of effective complaint handling. This session is ideal for those who are looking to enhance their capability and confidence around complaint handling, enabling them to resolve complaints effectively and right first time. People…
20 Jun
13:30 - 17:00
Online
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July 2024

Annual General Meeting and Members’ Meeting 2024 (10 Jul 2024)

Our Annual General Meeting and Members’ Meeting is an exclusive, member-only event offering you an excellent forum to network with the UK’s leading organisations and learn from best practice. Our 27th AGM and Members’ Meeting will take place on 10th July, 2024 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO…
10 Jul
09:00 - 13:00
Glaziers Hall
9 Montague Cl, London SE1 9DD
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UKCSI Open Webinar (18 July 2024) Virtual Event

For our July 2024 UKCSI, we will be hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as our member-exclusive launch webinar on 18 July. We will share the highlights and analysis of the current state of customer satisfaction in the UK. Our…
18 Jul
08:30 - 09:30
Online
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September 2024
Handling-Challenging-Customer-Interactions Featured Image

Handling Challenging Customer Interactions (10 Sep 2024) 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…
10 Sep
13:30 - 17:00
Online
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