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.
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,...
Customer service: trends and predictions for 2018
£0.00Over the past few months the team at the Institute have been compiling a list of trends and predictions for...
Experiences, Emotions and Ethics: Refreshing the customer priorities that underpin the UKCSI
£500.00This new research into customers’ priorities is designed to strengthen the relevance, insight and impact of the UK Customer Satisfaction...
Productivity UK: Generating sustainable value from service
£500.00This Breakthrough Research examines the perspectives of senior managers, employees and customers on productivity in a service context. The research...
The Heart of Artificial Intelligence: Enabling the future of customer experience
£500.00Breakthrough research sponsored by Capita Customer Management, Centrica, O2, and UK Power Networks that examines artificial intelligence from the perspectives...
The Customer Service Dividend: How organisations have achieved ROI and greater productivity
£500.00This research looks into the relationship between customer experience and financial performance.
Success Stories
The impact of TrainingMark at Places for People
An enterprising approach to National Customer Service Week
The role of The Institute in the transformation journey of Hampshire County Council
How Qualifications Programme Management Service increased employee engagement at Hampshire County Council
