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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

This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer service context – could change in the next 5 years.

👇 Download the research report to discover the changing world of work

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Research Hub

Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.

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Customer of the Future 2025


In this research we identify the forces shaping the customer of the future, examine a range of future scenarios and...

Looking for UKCSI reports?

The UKCSI provides a unique way of tracking and comparing customer satisfaction performance across the UK economy.

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