Next Upcoming Event
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October
2025
Trusted Advisory Network Meeting (Physical) – 2 October 2025
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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.
October 2025
Trusted Advisory Network Meeting (Physical) – 2 October 2025TAN 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). This meeting will focus on Changing customer behaviour. We will open the meeting for an interactive discussion and encourage all members…
Head to Head with Craig Brown, Chief Operating Officer (Legal & General Retail)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Craig Brown, Chief Operating Officer of Legal & General Retail, as part of our Head to Head series to discuss leadership and challenges faced. Craig is accountable for operations across Retail Protection, Annuities, Workplace Savings and Home Finance businesses. He’s also overseeing Legal & General’s Retail-wide agile…
Introduction to Vulnerable Customers (7 Oct 2025) – Sold outMembers only Virtual Event
Our Introduction to Vulnerable Customers online workshop will provide leaders and managers with customer service teams, and frontline staff, with an introduction to and understanding of vulnerability, and how to provide service to those identified as vulnerable Workshop format This interactive webinar includes group discussions and case study reviews, providing an opportunity to explore and…
NCSW: Fuelling growth through service – Jo Causon & Colin Fyfe, CEO, Unity Trust BankOpen to Members & Non-Members Virtual Event
Join us for a thought-provoking fireside chat exploring how exceptional customer service drives sustainable business growth. In this special webinar, Jo Causon, CEO of The Institute, will be joined by Colin Fyfe, CEO of Unity Trust Bank, for an in-depth discussion on the critical role of customer service in today’s competitive landscape. Together, they’ll explore…
Introducing the Academy – Webinar (9 Oct 2025)Open to Members & Non-Members Virtual Event
Join us for an exclusive webinar introducing The Academy, the learning and development hub of The Institute of Customer Service. The Academy offers expert-led training from half-day online workshops to 12 month management qualifications. With nearly 30 years of experience and over 20,000 individuals trained, we cover everything from service fundamentals and empathy to complaints…
Award Entries Top Tips – WebinarOpen to Members & Non-Members Virtual Event
Ready to showcase your commitment to outstanding customer satisfaction? Join us for an inspiring and informative webinar designed to help you create standout entries for the Institute’s UK Customer Satisfaction Awards. Whether you’re a seasoned entrant or submitting for the first time, this session will provide you with the tools, insights, and strategies to maximise…
Quick Wins for Complaint Handling that Builds Customer Trust – Webinar (16 Oct 25)Members only Virtual Event
What if your next angry customer becomes your biggest advocate? Join our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. Based on some of the key research from The Institute of Customer Services we will cover some top tips so that complaints can be an opportunity to build…
Customer Service Impact (22 Oct 2025)Members only Virtual Event
Unlock the full potential of your customer service team with this Customer Service Impact training certificate. This comprehensive course equips participants with the tools to deepen customer relationships, effectively handle challenging interactions, and apply emotional intelligence in the workplace. Through engaging modules and practical group activities, your team will learn to navigate complex customer dynamics,…
November 2025
Handling Challenging Customer Interactions (10 Nov 2025)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…
Connecting Customers with Digital (24 Nov 2025)Members only Virtual Event
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with digital will lead to greater self-sufficiency and overall satisfaction. With many everyday transactions being automated, organisations are seeing a shift in channel usage, with a…
Scotland Regional Member Meeting – Resetting Employee Engagement in the Changing WorkplaceMembers only
This regional event is exclusive to members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2.5 hour session with Greg Reed, CEO, Places for People. This meeting will focus on Resetting Employee Engagement in the changing workplace. This session will look at how customer service is seen as a reputational risk, how…
December 2025
Trusted Advisory Network Meeting – 2 December 2025TAN Members Only Virtual Event
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 with a guest speaker to be confirmed. This meeting will focus on Trends. We will open the meeting for an interactive discussion and encourage all members to attend and participate, as…
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