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
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.
Research Hub
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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
£0.00White 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...
Service goes social: From customer service to social intelligence
£250.00From customer service to social intelligence
Beyond Measurement: Customer Service and Business Performance
£500.00The 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)
£250.00Demonstrating the importance of employee engagement as a driver of positive customer experiences and improved business performance.
Can Customer Service Create Trust? (2014)
£0.00In the January 2014 UK Customer Satisfaction Index (UKCSI), a new question was introduced to measure customers’ trust in organisations...
Success Stories
How NatWest uses Management Qualifications to enhance their service model
How The Institute has helped Wessex Water excel in Ofwat’s League Tables
Edinburgh Trams making the most of membership to deliver excellence for Edinburgh
The impact of TrainingMark at Places for People
