Industry-leading independent research on topics of vital interest for CEOs, customer experience leaders and professionals
We publish an independent, expert perspective, providing thought leadership, insights and advice to help organisations adapt to the changes customer landscape and improve their performance.
Breakthrough Research
Our latest Breakthrough Research investigates how technology and applications are impacting or could impact customer service. We examine customer attitudes about potential applications to improve service, the risk of digital exclusion and how organisation should address it.
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.
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...
A Connected World? Ensuring the right blend of people and technology for customer service
£600.00This pan-sector research investigates how technology and applications are impacting or could impact customer service. The report examines customer attitudes...
Customer Behaviours – Evolution or Watershed?
£600.00This pan-sector research examines how customer expectations and behaviours have changed in the last two years, how they will evolve, and how...
Customer service trends and predictions for 2022
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
Work with a Purpose – Building a shared vision of the future
£600.00This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer...
Who Do You Trust? Improving trust through customer service
£600.00Discover what drives customers’ trust in organisations. Our latest Breakthrough Research examines the influence of customers’ experiences with organisations on...
Green Goes Mainstream? Customer service and the green agenda
£500.00The green agenda is an opportunity for organisations to show leadership and innovation to benefit society, their customers and business...
Customer service trends and predictions for 2021
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement
£500.00Developing relationships to deliver excellent customer service though procurement
Customer service: trends and predictions for 2020
As we enter a new decade, we examine key issues and trends that will shape your organisations’ relationships with your...
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