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.
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
£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
Customer service: trends and predictions for 2020
£0.00As 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...
Customer of the Future 2025
£500.00In this research we identify the forces shaping the customer of the future, examine a range of future scenarios and...
Making it Count: customer satisfaction in the charity sector (2019)
£500.00The research combines the questions used in the January 2019 UK Customer Satisfaction Index with a number of charity-specific questions,...
Success Stories
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
How The Institute has helped Wessex Water excel in Ofwat’s League Tables
