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
At a time when organisations in regulated sectors and regulators are under growing scrutiny, our latest Breakthrough Research assesses what regulators should do to stimulate higher standards of customer service in the sectors they regulate.
We also examine how the customer perspective can be appropriately represented in decision-making, the skills and capabilities required by regulators, and consumer attitudes about regulation in the UK.
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 Behaviours – Evolution or Watershed?
£600.00This pan-sector research examines how customer expectations and behaviours have changed in the last two years, how they will evolve, and how...
Customer service trends and predictions for 2022
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
Work with a Purpose – Building a shared vision of the future
£650.00This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer...
Who Do You Trust? Improving trust through customer service
£600.00Discover what drives customers’ trust in organisations. Our latest Breakthrough Research examines the influence of customers’ experiences with organisations on...
Green Goes Mainstream? Customer service and the green agenda
£500.00The green agenda is an opportunity for organisations to show leadership and innovation to benefit society, their customers and business...
Customer service trends and predictions for 2021
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement
£500.00Developing relationships to deliver excellent customer service though procurement
Customer service: trends and predictions for 2020
As 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...