Trusted Advisory Network Meeting (Virtual) – 8 Dec 2027

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 preview our Customer Service Trends for 2028, highlighting the key issues, emerging trends and strategic priorities that will shape the customer experience landscape in 2028.

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

• 09:00 – Welcome and objectives of session
• 09:15 –  Jo Causon, CEO, The Institute – Overview on the emerging trends and the customer needs of the future
• 09:30 – Brian Weston, Director of Research and Member Propositions, The Institute – Customer Service Trends 2028: a preview
• 10:00 – Interactive discussion
• 10:30 – Summary and close

*One individual per organisation please*