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 analyses the evolution of customer behaviours and the implications for organisations. The research reaffirms the importance of proactive communication, empathy, accountability for problems and complaints and consistency of experiences across channels.
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 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,...
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.
The Customer Knows: How employee engagement leads to greater customer satisfaction and loyalty
£500.00Breakthrough research sponsored by Essilor, O2, United Utilities and YPO which reminds us that in order to prioritise customer service,...
EUCSI: A European Customer Satisfaction Index – eight countries compared
£500.00Eight countries are covered in the report. They include the largest economies in the European Union as well as a...
Protecting brands and reputations online
White paper aimed at organisations that provides an overview of social media channels, protecting brand reputation online and gathering feedback.
Leading by example: How values-based leaders will shape the future of customer service
£500.00Breakthrough research sponsored by LV=, Osborne, Scottish Water and Capita which examines the perspectives of senior executives, frontline employees, customer...
Success Stories
Premier Pensions Management on FirstImpressions and ServiceMark with Distinction
Paul Couchman, Managing Director of Premier Pensions Management discusses 10 years as a member of The Institute and why he…read more →
NatWest on the impact and ROI of Professional Qualifications
How Professional Qualifications helped Unum deliver customer service improvements
How NatWest uses Management Qualifications to enhance their service model
