February 18, 2026, 12-1pm EST.
Many senior leaders recognize that a customer- or client-centric culture is essential to organizational success. Businesses embrace customer-focused services because this fuels long-term growth and strengthens profitability. The benefits of a client-centric approach for governments, academic institutions, and research organizations, while less immediate, are equally significant.
Many senior leaders recognize that a customer- or client-centric culture is essential to organizational success. Businesses embrace customer-focused services because this fuels long-term growth and strengthens profitability. The benefits of a client-centric approach for governments, academic institutions, and research organizations, while less immediate, are equally significant.
Research administrators play a pivotal role in supporting researchers' needs so that their research and innovations make a real impact in people’s lives. However, no single individual or unit can create a client-centric environment alone. This session is designed for research administrators who are helping to elevate researcher-focused services and culture across their organizations—whether by leading teams, driving quality improvement initiatives, contributing to organizational reviews, or shaping system design and implementation.
We will explore the key elements that set successful organizations and leaders apart in building a client-centric culture: vision and strategic alignment; client insights; employee engagement; performance measurement; smart use of technology. Through practical examples and interactive discussions, participants will gain insights into solutions and best practices for addressing common challenges. Together, we’ll discover how to strengthen researcher-centric services in a thriving culture.
Presented by: Terry Campbell
Terry Campbell is a research and leadership strategist with extensive senior executive experience in Canada’s post-secondary research and government sectors. Prior to her retirement in late 2023, she was the Assistant Vice-President, Research Services at the University of Ottawa where she was responsible for management and accountability of the University’s research portfolio, strategic planning, capacity development programs, and performance monitoring. She led the institution’s strategies for equity, diversity and inclusion in research (EDI) and for knowledge mobilization.
Previously, she led national research funding programs, strategic planning, and policy activities at the Canadian Institutes of Health Research and the Canada Research Chairs Secretariat. In 2025 she received the CARA Research Management Excellence Award and she is a SRAI Distinguished Faculty member.
Date de l'événement: 18 févr. 2026 | Ville: | Site / Liue: Online