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 customer needs, behaviours and expectations evolve, organisations must be ready to adapt. But what forces will shape the future of customer experience, and what capabilities will businesses need to succeed? Our latest Breakthrough Research, ‘Long Live Customer Experience: How to Prepare for a Disruptive Future’ looks at how the customer experience environment will evolve in the next 10 years and what this means for customers, employees and organisations.
The research examines high impact scenarios which could radically impact customer service, as well as scenarios focusing on the roles of AI and people in customer service. The future scenarios provide a framework to think both creatively and practically about the future, highlighting changing customer expectations, opportunities, risks and the critical capabilities organisations will need to adapt and succeed.
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.
The research examines high impact scenarios which could radically impact customer service, as well as scenarios focusing on the roles of AI and people in customer service.
Download the full research report here 
Research Hub
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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