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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
08 July 2024
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July 2024

Customer Service Root Cause Analysis (8 Jul 2024)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…
08 Jul
09:30 - 13:00

UKCSI July 2024 Launch: Member-exclusive webinarMembers only 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

Annual General Meeting and Members’ Meeting 2024 (10 Jul 2024)Members only

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

UKCSI Open Webinar (18 July 2024)Open to Members & Non-Members Virtual Event

For our July 2024 UKCSI, we will be 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 on 18 July. We will share the highlights and analysis of the current state of customer satisfaction in the UK. Our…
18 Jul
08:30 - 09:30

Head to Head with Michelle Prance​ (Mettle)Open to Members & Non-Members

Our CEO, Jo Causon, will be meeting with Michelle Prance, CEO of Mettle, as part of our Head to Head series to discuss leadership and challenges faced. Michelle is a qualified Economist with commercial success in bringing new digital products to market and transforming businesses. As an early fintech innovator and influential collaborator, she has created…
18 Jul
11:30 - 12:00
September 2024
Handling-Challenging-Customer-Interactions Featured Image

Handling Challenging Customer Interactions (10 Sep 2024)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…
10 Sep
13:30 - 17:00

Trusted Advisory Network Meeting – 12 September 2024TAN Members Only

  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

Customer Journey Mapping (24 Sep 2024) – Physical WorkshopMembers only

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…
24 Sep
10:00 - 16:00
Location tbc

QPM Best Practice & Networking Forum (26 Sept 2024)Members only Virtual Event

The Qualifications Programme Manager Networking Forum is a virtual members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and dedicated to Qualifications Programme Managers looking to plan and gain best practice and insight into running an Institute…
26 Sep
10:00 - 12:00

Assessor Quality Assurance and Skills Development Forum (26 Sep 2024) Virtual Event

The Assessor Forum is a members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and dedicated to Accredited Assessors and Assessors who are signed off to undertake single qualifications. The Assessor Code of Practice requires the…
26 Sep
13:00 - 16:00
October 2024

Customer Metrics (21 Oct 2024)Members only 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…
21 Oct
09:30 - 13:00

Building High Performing Teams – Recruitment & Retention (25 Oct 2024)Members only 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…
25 Oct
09:30 - 13:00
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