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
28
November
2024
Head to Head with Vanessa Pillay (BT Group)
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November 2024
Head to Head with Vanessa Pillay (BT Group)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Vanessa Pillay, Director of Customer Service at BT Group as part of our Head to Head series to discuss leadership and challenges faced. Vanessa is a visionary and strategic leader, highly receptive to shifting global markets and evolving customer needs. She engages and inspires others through humility,…
December 2024
Trusted Advisory Network Meeting – 12 December 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 our upcoming Breakthrough Research on Customer Service Trends, which examines some of the issues and trends that…
Introduction to Vulnerable Customers (12 Dec 2024)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…
Customer Experience Trends 2025 WebinarOpen to Members & Non-Members Virtual Event
As we step into the new year amid another wave of uncertainty, this is an ideal time to look back on the past year and reassess the numerous challenges that await businesses, customers, regulators, and the Government. Our Customer Experience Trends 2025 webinar will highlight the critical issues and likely developments that will influence customer…
January 2025
UKCSI Launch: In-person Member Event (14 Jan 2025)TAN and DR Members only
The stage is set for a special event This coming January, we will introduce a new live in-person event as part of our UK Customer Satisfaction (UKCSI) launch. Since we launched the UKCSI in 2008, it has grown in stature, influence, and impact. It is now firmly established as the nation’s barometer of customer satisfaction.…
Handling Complaints Effectively (20 Jan 25)Members only Virtual Event
Our Handling Complaints Effectively workshop, facilitated by The Institute’s Academy experts, will guide your people on the key principles and skills of effective complaint handling. This session is ideal for those who are looking to enhance their capability and confidence around complaint handling, enabling them to resolve complaints effectively and right first time. People…
Burns Night Celebration – Member EventMembers only
Join Jo Causon, CEO of The Institute, along with senior members of the team, for an annual celebration remembering the life, works, and spirit of the great Scottish poet Robert Burns (1759-1796). Experience true Scottish tradition, witness the ceremonial parade of the Haggis, and hear captivating tales from Burns’ life, all while enjoying traditional delights…
UKCSI January 2025 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.…
February 2025
Handling Challenging Customer Interactions (6 Feb 2025)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 may…
Customer Service Root Cause Analysis (27 Feb 2025)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…
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…
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