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.
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.
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
This Breakthrough Research examines the perspectives of senior managers, employees and customers on productivity in a service context. The research...
Breakthrough research sponsored by Capita Customer Management, Centrica, O2, and UK Power Networks that examines artificial intelligence from the perspectives...
This research looks into the relationship between customer experience and financial performance.
Breakthrough research sponsored by Essilor, O2, United Utilities and YPO which reminds us that in order to prioritise customer service,...
Eight countries are covered in the report. They include the largest economies in the European Union as well as a...
Breakthrough research sponsored by LV=, Osborne, Scottish Water and Capita which examines the perspectives of senior executives, frontline employees, customer...
From customer service to social intelligence
The research aims to help CEOs, senior executives and customer service leaders measure customer service.
Are you being engaged? Employee engagement and its influence on customer satisfaction and buying behaviour (2014)£250.00
Demonstrating the importance of employee engagement as a driver of positive customer experiences and improved business performance.