Breakthrough Research Launch: Resetting Employee Engagement

The Institute’s next Breakthrough Research on Resetting Employee Engagement will be launched at a member-exclusive webinar on Mon 8 September. The event will include a presentation of the research, followed by a panel discussion and Q&A.

The key purpose of The Institute’s research is to assess what is required, now and in the future, to engage and build a connection with employees, developing a workplace culture that meets the needs of organisations, employees and customers and promotes productivity and growth.

In recent years, employee engagement has become increasingly complex and challenging. The evolution of technology, customer needs and behaviours mean that many customer service roles require broader skills and capabilities. Workplace environment and culture have evolved significantly, with greater awareness of mental health and well-being, diversity and inclusion, the expansion of hybrid working, and the growing influence of digital communications and artificial intelligence. Proposed legislation to strengthen employees’ rights in the workplace has underlined the critical importance of effective recruitment, training and development and retention of employees.

The webinar panel discussion will be moderated by Jo Causon, CEO, The Institute of Customer Service with Margaret Parkes, Deputy CEO of first direct and Andy Bell, People Director at Hays Travel.