This focused session equips frontline customer service professionals and their team leaders with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a…
Head of Customer Services, Virgin Money
It’s often said that good communication is a key component of corporate strategy – and this has never been truer than it is today. We are living in challenging times,…
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place speak directly to customer experience and trust. What’s more, as…
2026 promises to be a challenging and eventful year for customer service and for the wider UK economy. Our Customer Experience Trends 2026 webinar will highlight the critical issues and…
Following the success of last year’s debut, we’re delighted to bring back our in-person UK Customer Satisfaction (UKCSI) launch hosted by first direct on 20 January 2026, 08:45 - 11:30…
News that McVitie’s has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them as 'chocolate flavour', made the headlines this week. We will…
This Member Experience Day is exclusive to members of The Institute. Our inaugural Member Experience Day will be hosted by Octopus Energy at their London headquarters. Jo Causon, The Institute’s CEO,…
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The Institute. The session was led by Samhita Ganguly, our Head…
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British, focusing on what brings us together rather than what divides…