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
At a time when employee engagement has become increasingly complex and challenging, our latest research assesses what is required to engage and build a connection with employees, developing a workplace culture that meets the needs of organisations, employees and customers and promotes productivity and growth.
The research also looks at the connections between employee engagement, customer satisfaction, productivity and financial performance, and explores how consumers’ experiences with employees shape attitudes and buying behaviours.
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.
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...
Building the Service Nation: Changing Perceptions about the Profession of Customer Service
£600.00This research examines the extent to which customer service is seen as a profession, with defined skills, standards and career...
Customer service trends and predictions for 2023
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...