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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 and provide thought leadership, insights and advice to help organisations adapt to changes in the customer landscape and improve their performance.

Breakthrough Research

Our latest Breakthrough Research investigates the extent to which customer service is seen as a profession, with defined skills, standards and career pathways, and how professional development is evaluated and supported. We identify what actions are necessary and by whom to build recognition of service as a valued career and profession, with a significant voice and position in the boardroom.

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 report investigates the extent to which customer service is seen as a profession, and the actions are necessary to build recognition of service as a valued career.

Download the full research report here ?

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Research Hub

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

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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