Next Upcoming Event
31
March
2026
Handling Challenging Customer Interactions (31 Mar 2026) 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.
March 2026
Handling Challenging Customer Interactions (31 Mar 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…
April 2026
Head to Head with Maureen Beresford, Director (Financial Reporting Council)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Maureen Beresford, Director at Financial Reporting Council, as part of our Head to Head series to discuss leadership and challenges faced. Maureen was a civil servant for over 20 years, mostly within the different guises of the Department of business and Trade (DBT), her last position being…
Service Wellbeing & Resilience Workshop (24 Apr 2026)Members only Virtual Event
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace resilience toolkit. The workshop includes: Understanding emotions & the emotional cycle Managing stress & recognising…
May 2026
Head to Head with Liz Walker, Chief Operating Officer (Unum)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Liz Walker, Chief Operating Officer at Unum, as part of our Head to Head series to discuss leadership and challenges faced. As Chief Operating Officer (COO), Liz is responsible for Unum’s service operations for brokers and customers. She drives the strategic development of Unum’s broker servicing, claims…
Understanding & Supporting Vulnerable Customers Workshop (18 May 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…
June 2026
Head to Head with James MacBeth, Managing Director (Auto Windscreens)Open to Members & Non-Members
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…
Trusted Advisory Network Meeting (Physical) – 24 Jun 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 from our membership (to be confirmed). Theme: TBC We will open the meeting for an interactive discussion and encourage all members to attend and participate, as it…
July 2026
Head to Head with Katherine Chapman, Executive Director (Living Wage Foundation)Open to Members & Non-Members
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…
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’…
August 2026
Head to Head with Colin Fyfe, CEO (Unity Trust Bank)Open to Members & Non-Members
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…
October 2026
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 from our membership (to be confirmed). Theme: TBC We will open the meeting for an interactive discussion and encourage all members to attend and participate, as it…
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