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
Customer satisfaction and investment in customer service are under severe pressure, and there is a growing and urgent need to reassess the relationship between customer satisfaction and financial performance.
Our latest Breakthrough Research examines the relationship between customer satisfaction and business performance over the last 5 years, and provides key areas of focus and investment that have enabled companies to achieve sustainable customer satisfaction and financial performance.
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.
This research report contains compelling current insights about the relationship between customer satisfaction and business performance, factors that influence this in different sectors, and key areas of focus that have enabled companies to achieve consistently high levels of customer satisfaction and sustainable business performance.
Download the full research report here 
Research Hub
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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...
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...
Success Stories
Helen Luty, Head of Customer Experience, Landmark Information Group
Helen Luty, Head of Customer Experience at Landmark Information Group, tells us about the journey her team embarked on to…read more →
Cosmos Tours on FirstImpressions
Terri Woollard, Head of Special Projects and Training, and Lydia Scofield, Customer Care Executive, share their thoughts on training and…read more →
Co-Ownership Housing on Organisational Membership
Glynis Hobson, Director of Customer Services, and Victoria Dunn, Customer Services Manager at Co-Ownership Housing, share their thoughts on Organisational…read more →
