Next Upcoming Event
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2026
Customer Conversations – Webinar (22 Sep) 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.
September 2026
Customer Conversations – Webinar (22 Sep)Open to Members & Non-Members Virtual Event
Practical Tools to Build Confidence, Trust and Customer Connection Customer expectations continue to rise. Customers want quick, personalised support, and many conversations begin when someone is already feeling frustrated, concerned or uncertain. So, how can we approach these conversations with greater confidence, empathy and professionalism? Join us for this practical webinar, where we’ll explore two…
Top Tips Webinar – Award Entries (25 Sep)Open to Members & Non-Members Virtual Event
Could your customer success story be an award winner? The UK Customer Satisfaction Awards are back and this webinar is your chance to discover how to create an entry that stands out from the crowd. Whether you’re a first-time entrant or returning to the Awards, join us for practical guidance, expert insights and inspiration to…
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
Panel Session: AI vs the Human Touch – Finding the BalanceOpen to Members & Non-Members Virtual Event
Join NCSW for a special live webinar chaired by our CEO, Jo Causon. We will explore one of the biggest questions facing organisations today: how can we harness the power of AI without losing what makes great service truly human? Artificial intelligence is rapidly transforming the way organisations work and deliver services. But as technology…
Handling Challenging Customer Interactions (6 Oct 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…
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 Ailsa King, Chief Commercial Officer at Marsh and Vice President of The Institute. Theme: The Future of Customer Service We will open the meeting for an interactive…
Service Leadership – Webinar (20 Oct)Open to Members & Non-Members Virtual Event
Service Leadership: Building Capability, Shaping Culture and Creating Impact Service leaders are operating in increasingly complex environments. Changing customer expectations, new technology, operational pressures and evolving ways of working all place greater demands on those leading service teams. So, how can we develop leaders with the confidence and capability to shape positive service cultures, support…
Breakthrough Research: What Future for Customer Service?Members only Virtual Event
Our upcoming breakthrough research will examine the pivotal forces shaping the customer experience landscape over the next decade and how these will affect customer needs and behaviours, and the operating environment for organisations. By examining potential scenarios of the future, the research will highlight opportunities, challenges and risks, as well as the critical capabilities that…
Service Wellbeing & Resilience Workshop (30 Oct 2026)Members only Virtual Event
Sustaining performance under pressure Customer-facing roles can be rewarding, but they can also be challenging, particularly when dealing with difficult interactions and ongoing pressure. This practical workshop looks at how stress can build up over time and provides simple, practical tools to help participants manage emotions, reset after challenging situations, look after their wellbeing and…
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…
North East Regional Member Meeting – The Future of Customer Service (11 Nov)Members only
This regional event is exclusive to members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this half day session with Robert Taylor, UK Director of Customer Experience, Lowell Financial. This meeting will focus on The Future of Customer Service. We will open the meeting for an interactive discussion and encourage all members to…
December 2026
Head to Head with Jennifer Henderson, Chief Executive and Keeper (Registers of Scotland)Open to Members & Non-Members Virtual Event
Our CEO, Jo Causon will be meeting with Jennifer Henderson, Chief Executive and Keeper of Registers of Scotland, as part of our Head to Head series to discuss leadership and challenges faced. Jennifer is the Chief Executive and Keeper of the Registers of Scotland (RoS), which is the government body responsible for compiling and maintaining…
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