Breakthrough Research Launch: Risk & Reputation

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 reputational risk, how this affects service strategy and investment and proactive risk management.

The research will examine the key risks to an organisation’s reputation, how organisations assess, manage and measure reputational risk, and whether customer service is seen as a reputational risk in the boardroom. The research will also look at the long-term impacts of reputational damage on customer loyalty and how organisations can recover from reputational damage.

At a time when reputation and trust in organisations are the subject of heightened scrutiny, this research will stimulate new thinking about the relationship between the customer experience, risk and reputation.

The research is sponsored by Marsh, PIC and Scottish Water.