Breakthrough Research: The Profession of Customer Service (24 Mar 2023)

Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: The Profession of Customer Service.

The profession of Customer Service has evolved and expanded to include a range of job roles requiring diverse skills, capabilities, behaviours and knowledge that are core to business performance.

Our upcoming Breakthrough Research on The Profession of Customer Service will examine the extent to which Customer Service is seen as a profession with defined skills, standards and a career development pathway. The report will also give an insight into how professional development in a customer service context is supported and evaluated, and how this benefits organisations.

The research will help you find answers to these questions:

• What are the knowledge, skills and behaviours that define professionalism in a customer service context and how will these evolve?
• How are the knowledge, skills, behaviours that define professionalism in a customer service context evidenced and evaluated?
• What is the professional pathway for customer service? What form should it take?
• What actions are necessary to build recognition of service as a valued career and profession, with a significant voice in the board room?

The webinar will include a presentation of the research delivered by Brian Weston, The Institute’s Head of Research and Insight, and a panel discussion with Q&A hosted by Jo Causon, The Institute’s CEO, joined by the research sponsors from NewDay, Virgin Media O2, Wales & West Utilities and Zurich.