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 climate change becomes an increasingly visible challenge for organisations, the strategic questions facing leaders are becoming more complex. Our latest Breakthrough Research explores how customer attitudes towards climate change and environmental sustainability are evolving, and what this means for trust, customer service and long-term customer relationships.
The research also examines the growing impact of extreme weather events on service delivery, and how organisations can build the resilience, skills, governance and operational capabilities needed to respond effectively. It provides practical insight into how businesses can strengthen customer trust while adapting to the changing environmental challenges shaping the future of service.
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.
Boiling Point – Customer Service in the Age of Climate Change
£1,000.00Our latest Breakthrough Research examines how climate change and environmental sustainability are impacting customer service and customer behaviours and the...
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...