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Breakthrough Research Launch – How Customer Behaviours are Evolving and the Implications for Organisations

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Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations.

This pan-sector research examines how customer expectations and behaviours have changed in the last two years, how they will evolve, and how organisations should respond. Each new research brings The Institute’s independent, expert perspective to the key strategic issues affecting customer service.

The research on customer behaviours will help you find answers to these questions:

· How have customer behaviours changed in the last 2 years?

· How do changes in customer behaviour manifest themselves in customers’ interactions and relationships with organisations?

· Are there customer segments that can be defined around key behaviours?

· What should organisations do to respond effectively to the changes in customer behaviour?

The webinar will include a presentation of the research by Brian Weston, The Institute’s Head of Research and Insight, a panel discussion and Q&A hosted by Jo Causon, the CEO of The Institute, with panellists from the research sponsors, Octopus Energy, Openreach and Scottish Water.


Tue 17th May 2022


08:30 - 10:00

Who Can Attend

Members only




The Institute of Customer Service
The Institute of Customer Service
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