Industry-leading independent research on topics of vital interest for CEOs, customer experience leaders and professionals
We publish an independent, expert perspective and provide thought leadership, insights and advice to help organisations adapt to changes in the customer landscape and improve their performance.
Breakthrough Research
As AI adoption accelerates across service environments, the strategic questions facing leaders are becoming more complex. Our latest research explores how customer attitudes towards AI are evolving and what this means for engagement, trust and long-term loyalty.
The research also looks at how organisations can assess both the ROI and the reputational implications of AI deployment in a service context, the capabilities required across teams and the governance frameworks needed to ensure effective deployment.
We give a distinct customer experience emphasis to each topic, with practical recommendations that customer experience leaders can use in their organisations. Breakthrough research is funded through sponsorship by member organisations. If you would like to know more about sponsorship please contact us.
Research Hub
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
Hype or Reality? How AI is impacting customer service, productivity and governance
£1,000.00Our latest Breakthrough Research explores how UK organisations, consumers and employees are experiencing and responding to the growing deployment of...
Customer Service Trends and Predictions For 2026
Our Customer Service Trends & Predictions 2026 report highlights the critical issues and likely developments that will impact customer experience,...
Engaging the Workforce of Tomorrow
£1,000.00Our latest Breakthrough Research assesses how digitalisation, hybrid working, inclusivity, diversity, well-being and cost of living pressures are reshaping employee...
Customer Service Risk and Reputation
£1,000.00Our latest Breakthrough Research assesses the extent to which customer service is seen as a reputational risk, how this affects...
Customer Service Trends and Predictions For 2025
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
A Cultural Shift – How to Regulate to Improve Customer Service
£1,000.00Our latest Breakthrough Research assesses what regulators should do to stimulate higher standards of customer service in the sectors they...
Leading the Service Nation? Enabling business performance through customer service
£1,000.00Our latest research helps leaders better understand where service leaders need to focus to drive service and business performance and...
Customer service trends and predictions for 2024
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
The Customer Service Dividend Revisited: How to achieve sustainable growth, profitability and productivity
£1,000.00Our latest research contains compelling current insights about the relationship between customer satisfaction and business performance, factors that influence this...
Governance and the Role of the Customer: Balancing the needs of stakeholders
£1,000.00Corporate Governance is so much more than a technical set of rules, standards and codes: it is central to how...