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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

Our latest Breakthrough Research investigates how technology and applications are impacting or could impact customer service. We examine customer attitudes about potential applications to improve service, the risk of digital exclusion and how organisation should address it.

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 pan-sector research investigates how technology and applications are impacting or could impact customer service.

👇 Download the full research report to discover the impact of technology on customer experience.

Download report

Research Hub

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

Member Discount

Customer of the Future 2025

£500.00

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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