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Discovery Roadmap Meeting – Thursday 15 June 2023


This meeting is exclusive to Discovery Roadmap members of The Institute. Jo Causon, The Institute’s CEO,  will co-host this 90 minute session alongside a DR member.

This meeting will focus on our latest Breakthrough Research on the Profession of Customer Service, which assesses the extent to which customer service is seen as a profession with defined skills, standards and a career development pathway.

We will open the meeting for an interactive discussion and encourage all members to attend and participate, as it is a great opportunity to share ideas, network with peers, and learn from business experienced professionals across-sectors.

If there is anything in particular you would like to cover, please let us know in advance and we will add it to the discussion points.


  • 08.30 – Welcome and objectives of session
  • 08.40 – Welcome address by Steve Riley, Director of Operations, Clarity
  • 09.00 – Building the Service Nation: Changing Perceptions about The Profession of Customer Service by Jo Causon
  • 09.30 – Interactive discussion
  • 10.00 – Summary and close

* One individual per organisation please *


Thu 15th June 2023


08:30 - 10:00

Who Can Attend

DR Members only


Manchester City Centre


The Institute of Customer Service
The Institute of Customer Service
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