Next Upcoming Event
27
February
2025
Customer Service Root Cause Analysis (27 Feb 2025) Sold Out 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.
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February 2025
Customer Service Root Cause Analysis (27 Feb 2025) 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…
Head to Head with Heidi Fraser-Krauss, CEO (Jisc)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Heidi Fraser-Krauss, Chief Executive Officer at Jisc as part of our Head to Head series to discuss leadership and challenges faced. Heidi Fraser-Krauss is the CEO of Jisc, a role she has held for the last 3 years. Jisc is a not-for-profit, membership organisation that provides UK…
March 2025
Annual Conference 2025 – Leading with purposeOpen to Members & Non-Members
Our Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK. It attracts the biggest speakers from a range of industries. It is suitable for business leaders and service professionals from board to manager level. We carefully curate the day to bring you examples of global service excellence…
UK Customer Satisfaction Awards 2025Open to Members & Non-Members
Join us at the UK Customer Satisfaction Awards to celebrate the organisations, teams and individuals delivering exceptional customer service. The Awards ceremony will be taking place on 4 March 2025 at Hilton Park Lane, London, following The Institute’s Annual Conference. Programme: 19:00 – Pre-dinner drinks reception with cash bar 19:40 – Welcome, dinner & Awards ceremony 22:45…
Customer Journey Mapping (11 Mar 2025) – 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…
Head to Head with Gareth Franks, Director, NationwideOpen to Members & Non-Members
Our CEO, Jo Causon will be meeting with Gareth Franks, Director at Nationwide as part of our Head to Head series to discuss leadership and challenges faced. Gareth Franks has an extensive history in leading across the UK’s largest building society in branch network, call centre, operational teams and specialist functions including risk and governance…
Breakthrough Research Launch: Risk & ReputationMembers only Virtual Event
The Institute’s next Breakthrough Research on Risk and Reputation will be launched at a member-exclusive webinar on Wed 19 March. The event will include a presentation of the research, followed by a panel discussion and Q&A. The key purpose of the research is to examine the extent to which customer service is seen as a…
Trusted Advisory Network Meeting – 20 March 2025TAN Members Only Virtual Event
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 Alan Stott from Virgin Media O2. This meeting will focus on Managing through a challenging business environment. We will open the meeting for an interactive discussion and encourage all members…
QPM Best Practice & Networking Forum (20 Mar 2025)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…
Assessor Quality Assurance and Skills Development Forum (20 Mar 2025) Sold Out 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…
Connecting Customers with Digital (25 Mar 25)Members only Virtual Event
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with digital will lead to greater self-sufficiency and overall satisfaction. With many everyday transactions being automated, organisations are seeing a shift in channel usage, with a…
April 2025
Introduction to Vulnerable Customers (2 Apr 2025)Members only Virtual Event
Our Introduction to Vulnerable Customers for online workshop will provide leaders and managers with customer service teams, and frontline staff, with an introduction to and understanding of vulnerability, and how to provide service to those identified as vulnerable Workshop format This interactive webinar includes group discussions and case study reviews, providing an opportunity to explore…
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