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April 2024

Head to Head with Phillippa Cardno (Newbury Building Society)

Our CEO, Jo Causon, will be meeting with Phillippa Cardno, Chief Executive at Newbury Building Society as part of our Head to Head series to discuss leadership and challenges faced. Phillippa joined Newbury Building Society in 1996. She joined the Executive team in 2007 and was appointed to the Board of Directors in February 2015.…
25 Apr
10:30 - 11:00
Online
May 2024

Head to Head with Joanna Swash (Moneypenny)

Our CEO, Jo Causon will be meeting with Joanna Swash, Group Chief Executive Officer of Moneypenny, as part of our Head to Head series to discuss leadership and challenges faced. Joanna was recruited as Moneypenny’s first salesperson in 2005 – today Joanna is Group CEO of an International business that has grown to employ more…
02 May
12:30 - 13:00
Online

Trusted Advisory Network Meeting – 16 May 2024 Last Few Tickets

  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

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

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
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
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
July 2024

Customer Service Root Cause Analysis (8 Jul 2024) Virtual Event

From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues and problems remain unresolved. Organisations need to do more to ensure they are capturing a…
08 Jul
09:30 - 13:00
Online

UKCSI July 2024 Launch: Member-exclusive webinar Virtual Event

Join us for the Member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we will share the highlights and analysis of the current state of customer satisfaction. Our CEO, Jo Causon, and our Head of Research and Insight, Brian Weston, will guide you through the latest findings and help you interpret insights.…
09 Jul
08:30 - 10:00
Online

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
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

Trusted Advisory Network Meeting – 12 September 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 recruiting, developing and retaining the skills for customer excellence. We will highlight key actions and enablers to…
12 Sep
08:30 - 10:00
Online
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