Next Upcoming Event
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July
2026
Customer Service Essentials (14, 15, 28 Jul 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.
July 2026
Customer Service Essentials (14, 15, 28 Jul 2026)Members only Virtual Event
Registration closes: 14 June 2026 Build a strong foundation in customer service knowledge, skills, and behaviours. Ideal for all customer-facing roles, this course focuses on delivering positive customer experiences, applying best practice, and developing long-lasting customer relationships. Includes a Service Improvement Opportunity, enabling delegates to apply learning to a real workplace scenario. Delegates are certificated on…
Customer Journey Mapping (21 Jul 2026)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…
UKCSI July 2026 Launch: Non-member webinar (22 Jul 2026) Virtual Event
For the July 2026 UKCSI, we are hosting a special version of our launch webinar, for non-members. The webinar will cover highlights and insights from the latest UKCSI. The webinar is hosted by The Institute’s CEO, Jo Causon, and Brian Weston, Director of Research and Member Propositions, who will share the latest customer satisfaction index…
August 2026
Head to Head with Colin Fyfe, CEO (Unity Trust Bank)Open to Members & Non-Members Virtual Event
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…
September 2026
Head to Head with Richard Nicholls, Managing Director (Brook Green Supply)Open to Members & Non-Members Virtual Event
Our CEO, Jo Causon will be meeting with Richard Nicholls, Managing Director at Brook Green Supply, as part of our Head to Head series to discuss leadership and challenges faced. Richard Nicholls is Managing Director and co-founder of Brook Green Supply. With over 20 years’ experience across energy markets, including roles at CFP Energy, Bloomberg…
QPM Best Practice & Networking Forum (9 Sep 2026)Members only Virtual Event
The Role of the Qualification Programme Manager and Measuring Programme Impact & ROI This Forum is a complimentary, members-only virtual event. It brings together QPMs to share best practice, strengthen programme delivery, and gain practical guidance from The Institute’s Professional Standards Assessors. Designed to help you run successful Professional Qualifications programmes, the forum offers direct…
Assessor Quality Assurance and Skills Development Forum (9 Sep 2026)Members only Virtual Event
Quality, Consistency and Developmental Feedback This Forum is a complimentary, members-only virtual event for all Assessors approved to assess the Institute’s Professional Qualifications. The forum brings assessors together to share best practice, strengthen consistency in assessment decisions, and enhance the quality of developmental feedback provided to learners. Led by our Professional Standards Assessors, the session…
Service Wellbeing & Resilience Workshop (15 Sep 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…
Customer Service Impact (29 Sep & 13 Oct 2026)Members only Virtual Event
Strengthening Trusted Customer Relationships Develop the skills and confidence to deliver effective service and build trusted customer relationships. Learn how perceptions influence service delivery, manage challenging situations & conflict, and apply Emotional Intelligence in practice. Includes a work-based assignment to support practical application of learning in the workplace. Delegates are certificated on successful completion. Day…
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 Ailsa King, Chief Commercial Officer at Marsh and Vice President of The Institute. Theme: The Future of Customer Service We will open the meeting for an interactive…
November 2026
Trainer Forum (3 Nov 2026)Members only Virtual Event
Best Practice Sharing, Quality Assurance and Consistent Delivery of Certificate Programmes This forum brings together our trainer community to share best practice, strengthen quality assurance, and support the consistent delivery of our Certificate programmes. It’s an opportunity to connect with fellow trainers, exchange ideas, and explore practical approaches that enhance delegate engagement, achievement, and the…
Coaching for Service Performance – (11 & 25 Nov 2026)Members only Virtual Event
Enhancing Service Performance Through Coaching Build practical coaching skills to drive performance improvement in customer service environments while learning to apply structured techniques such as the GROW framework and build confidence in others. This course combines theory with hands-on practice, making it ideal for both beginners and those looking to refine their skills. Includes the…
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