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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.

Next Upcoming Event
02 October 2023
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October 2023

The Future of AI – Webinar with Simon Shaw, Director of Digital Care at Virgin Media O2Open to Members & Non-Members Virtual Event

  The rapid advancements in Artificial Intelligence are revolutionising the way in which businesses interact with their customers. Join us for a thought-provoking, NCSW-exclusive webinar where we will discuss the impact of AI on customer service. Simon Shaw, Director, Digital Care at Virgin Media O2, will be our guest speaker: with extensive experience in leveraging… ...
02 Oct
14:00 - 14:30
Online
Dame Irene Hays

Head to Head with Dame Irene Hays (Hays Travel Group)Open to Members & Non-Members Virtual Event

Dame Irene Hays, Owner and Chair at Hays Travel, will be meeting with Jo Causon, CEO of The Institute of Customer Service, as part of our Head to Head series to discuss leadership and challenges faced. Dame Irene Hays built her career in both local and central government. Now the owner of Hays Travel, Dame… ...
03 Oct
09:30 - 10:00
Online

Customer Service Skills now and for the futureOpen to Members & Non-Members Virtual Event

Digitisation and changing technology, customer needs and behaviours mean that people working in customer service require broader skills and capabilities. Problem-solving, commercial judgement and data analytics are some of the key skills required to succeed in an ever-evolving landscape. Similarly, empathy, personal connections, resilience and curiosity about ways to improve customer service are becoming increasingly… ...
04 Oct
11:30 - 12:00
Online

Customer Service Root Cause Analysis (4 Oct 2023) Sold Out Members only 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… ...
04 Oct
13:30 - 17:00
Online
GBP250.00

UKCSI Open Webinar (10 OCT 2023)Open to Members & Non-Members Virtual Event

For our July 2023 UKCSI, we are 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 last 11 July. We will share the highlights and analysis of the current state of customer satisfaction in the UK. Our CEO,… ...
10 Oct
09:00 - 10:00
Online
Introducing Vulnerable Customers 500x500

Introduction to Vulnerable Customers for Non-Managers (10 Oct 2023)TAN and DR Members only Virtual Event

Our Introduction to Vulnerable Customers for non-managers online webinar will provide you with a sound introduction to vulnerability and how to provide service to those who are identified as vulnerable. Who is it for? This is a members-only event and is suitable for those who deliver service to vulnerable customers. Webinar format This interactive webinar… ...
10 Oct
09:30 - 13:00
Online
Ailsa King Featured Image

Head to Head with Ailsa King (Marsh McLennan)Open to Members & Non-Members Virtual Event

Ailsa King, Chief Client Officer of Marsh McLennan, will be meeting with Jo Causon, CEO of The Institute of Customer Service, as part of our Head to Head series to discuss leadership and challenges faced. Ailsa joined Marsh in April 2017 as Chief Client Officer, where she works across the firm’s operations in the UK… ...
18 Oct
09:00 - 09:30
Online

Customer Service Root Cause Analysis (18 Oct 2023)Members only 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… ...
18 Oct
09:30 - 13:00
Online
GBP250.00
Handling-Challenging-Customer-Interactions Featured Image

Handling Challenging Customer Interactions (27 Oct 2023)Members onlyTAN and DR 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… ...
27 Oct
09:30 - 13:00
Online
November 2023
Successful Business Leaders - Featured Image

7 Key themes for Successful Service Leaders (1 Nov 2023)TAN and DR Members only Virtual Event

  In today’s challenging and ever-evolving world, the role of the professional Customer Service Leader has never been more demanding. With competing business priorities, the impact of technology and societal change on the rise, new challenges are appearing constantly. We have identified several key themes which we believe most leaders need to consider to support… ...
01 Nov
09:30 - 10:15
Online

Head to Head with Lesley Taylor (Cosmos Tours)Open to Members & Non-Members Virtual Event

Lesley Taylor, UK Managing Director at Cosmos Tours, will be meeting with Jo Causon, The Institute’s CEO, as part of our Head to Head series to discuss leadership and challenges faced. Lesley was appointed UK Managing Director of Cosmos Tours, Globus and Avalon Waterways earlier this year, having joined the company in 1994 and covered… ...
02 Nov
09:00 - 09:30
Online
Customer Journey Mapping

Customer Journey Mapping (07 Nov 2023)Members only Virtual Event

In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future. With customer expectations changing, organisations are also facing cost reductions and need for efficiencies. It is an ideal time to reflect on how the customer… ...
07 Nov
09:30 - 13:00
Online
GBP250.00
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