Trusted Advisory Network Meeting – 2 December 2025

This meeting is exclusive to Trusted Advisory Network members of The Institute.  Jo Causon, The Institute’s CEO, will be hosting this 90 minute session with Brian Weston, the Institute’s Director of Research and Member Propositions.

This meeting will focus on previewing our Customer Service Trends for 2026, which examines the issues and trends that will be significant for the customer experience environment in 2026 and highlights priorities that organisations need to consider.

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.

Agenda

• 08.30 – Welcome and objectives of session
• 08.45 – Jo Causon, CEO, The Institute – Overview on the emerging trends and the customer needs of the future
• 09.00 – Brian Weston, Director of Research and Member Propositions, The Institute – Customer Service Trends 2026: a preview
• 09.30 – Interactive discussion
• 10.00 – Summary and close

*One individual per organisation please*