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
Recent research has focused on: recruitment and skills; leveraging data to deliver personalisation an omnichannel customer experience; service productivity; artificial intelligence in a customer experience context; employee engagement; the customer of the future; service leadership.
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.
Head to Head with Joanna Farrell (General Medical Council): RSVP
£0.00Head to Head with Joanna Farrell (General Medical Council)
Head to Head with Guy Jefferson (SP Energy Networks): RSVP
£0.00Head to Head with Guy Jefferson (SP Energy Networks)
Annual Conference 2021: Redefining the Service Nation – Building a better future: Conference non-member ticket
£770.00Annual Conference 2021: Redefining the Service Nation – Building a better future
Introduction to Customer Journey Mapping (10 Mar): Members ticket
£250.00Introduction to Customer Journey Mapping (10 Mar)
Annual Conference 2021: Redefining the Service Nation – Building a better future: Conference member ticket
£615.00Annual Conference 2021: Redefining the Service Nation – Building a better future
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
£0.00In 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
Success Stories
How NatWest uses Management Qualifications to enhance their service model
How The Institute has helped Wessex Water excel in Ofwat’s League Tables
Edinburgh Trams making the most of membership to deliver excellence for Edinburgh
The impact of TrainingMark at Places for People
