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
Customer satisfaction and investment in customer service are under severe pressure, and there is a growing and urgent need to reassess the relationship between customer satisfaction and financial performance.
Our latest Breakthrough Research examines the relationship between customer satisfaction and business performance over the last 5 years, and provides key areas of focus and investment that have enabled companies to achieve sustainable customer satisfaction and financial performance.
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.
This research report contains compelling current insights about the relationship between customer satisfaction and business performance, factors that influence this in different sectors, and key areas of focus that have enabled companies to achieve consistently high levels of customer satisfaction and sustainable business performance.
Download the full research report here 
Research Hub
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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...
Governance and the Role of the Customer: Balancing the needs of stakeholders
£1,000.00Corporate Governance is so much more than a technical set of rules, standards and codes: it is central to how...
Building the Service Nation: Changing Perceptions about the Profession of Customer Service
£600.00This research examines the extent to which customer service is seen as a profession, with defined skills, standards and career...
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
£650.00This 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...
Success Stories
Cosmos Tours on FirstImpressions
Terri Woollard, Head of Special Projects and Training, and Lydia Scofield, Customer Care Executive, share their thoughts on training and…read more →
Co-Ownership Housing on Organisational Membership
Glynis Hobson, Director of Customer Services, and Victoria Dunn, Customer Services Manager at Co-Ownership Housing, share their thoughts on Organisational…read more →
