Centres of Excellence – communities of practice
Innovative leadership research and application enable
Henley to maintain thought leadership and relevance in
all our programmes. This research is primarily directed
through our Centres of Excellence and via specialist forums.
Henley Centre for The Henley Centre for The Henley
Sustainable Enterprise Customer Management Coaching Forum
Director Dr Steve Downing Director Professor Moira Clark Director Dr Patricia Bossons
The objective of this new Centre is to Customer management is becoming
The Henley Coaching Forum is for holders
help member organisations develop an a management tool of great strategic
of the Henley Certificate in Coaching and
embedded approach to sustainability importance. The future development
for coaches from Henley’s wider network.
where social, environmental and ethical of customer management depends not
The Forum enables them to continue their
issues are integral to operations and simply on more investment in IT, but on professional development as coaches
are a source of continuing innovation understanding the customer experience,
in a formal learning community, with
and competitive advantage. Member building transferable knowledge and
the confidence that Henley gives them
organisations will be part of a strong turning it into effective practice. The
access to latest thinking, best practice,
community and have on-going access to Centre does this by observing practice
and renowned experts in the field. Forum
a growing body of knowledge from the in leading companies and synthesising
members are encouraged to suggest topics
for future sessions.
‘living case studies’ produced in the core this into useful knowledge that helps
programme, the ability to commission members to improve their own customer
The Forum meets four times a year. Each day
research and many opportunities to management and customer service plans
begins with a Master Class session covering
network and share practical solutions. and implementations.
thought leadership, practical coaching skills
development and the chance to explore the
In a ten-month long programme issues The Centre provides a genuine opportunity
latest issues in coaching.
that pose the most risk and opportunity to harness the forward thinking that could
There is then the opportunity to attend
to members are identified and then put you ahead of your competition. It
a coaching supervision session, run by
teams are supported to work on projects brings together business practitioners,
a trained coaching supervision facilitator.
that will deliver tangible improvements, industry thought-leaders and experts/
Attendance at Forum events will thus
benefits and innovations. Henley’s own academics to help organisations to tackle
provide coaches with a means to undertake
experts will be complemented by an today’s business challenges through an
high quality coaching supervision on a
extensive network of dialogue partners ongoing programme of workshops and regular basis.
– who are industry experts, academics highly focused research projects.
Master Class and supervision sessions can
and practitioners invited because of their
Benefits of membership include
be booked separately.
distinctive insight into issues impacting
involvement in the research programme,
For more information contact
on members’ activities.
early access to the results, access to the
Emma Clarke
The new Centre will launch in spring 2010. members-only website, reports and emma.clarke@henley.com
For more information contact
papers and attendance for up to three Tel: +44 (0)1491 418 789
Dr Steve Downing
delegates at the hands-on workshops.
steve.downing@henley.com
One current area of research is the
Tel: +44 (0)1491 418 783
emergence of social media networks that
are having a profound effect on the way
that customers relate to their suppliers
and impacts on multi-channel strategies.
For more information contact
Anne Tabbner
anne.tabbner@henley.com
Tel: +44 (0)1491 418 710
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