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 analyses the evolution of customer behaviours and the implications for organisations. The research reaffirms the importance of proactive communication, empathy, accountability for problems and complaints and consistency of experiences across channels.
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 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...
Are You Connected? Recruiting, developing and retaining the skills for customer service excellence
£500.00This research is one of the most challenging that we’ve published. It’s wide ranging and covers essential issues relevant to...
Upfront and Personal: Leveraging data to deliver a genuinely personalised omnichannel customer experience
£500.00The research explores customers’ attitudes towards use of personal data and experiences with organisations across different channels, assessing how effective...
Success Stories
Premier Pensions Management on FirstImpressions and ServiceMark with Distinction
Paul Couchman, Managing Director of Premier Pensions Management discusses 10 years as a member of The Institute and why he…read more →
NatWest on the impact and ROI of Professional Qualifications
How Professional Qualifications helped Unum deliver customer service improvements
How NatWest uses Management Qualifications to enhance their service model
