ROI Toolkit Launch: Member-exclusive webinar (25 Jun 2025)

On 25 June, The Institute launches an important new resource for members – The ROI Toolkit.

At a time when investment in service is under pressure, it’s critical that customer service leaders and professionals credibly demonstrate the return on investment (ROI) of customer service. But demonstrating the organisation-specific ROI of service is often challenging and complex.

The ROI Toolkit is a new product that is exclusive to Institute member organisations. It’s a set of tools, methodologies, case studies and research to help you demonstrate the return on investment in customer service by identifying appropriate service metrics that align to financial objectives.

The launch webinar will include a presentation of the ROI Toolkit by our CEO, Jo Causon and Director of Research and Member Propositions, Brian Weston, followed by a panel discussion about how to demonstrate ROI with Institute Vice Presidents, and a Q&A.

Panel:

• Lucinda Scott, Customer Service Director, first direct
• Mark Evans, Former Managing Director, Marketing & Digital, Direct Line
• Trafford Wilson, Executive Director of Customer Services, The Guinness Partnership
• Richard Pash, UK Chief Customer Officer, Zurich