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.
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
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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)£500.00
Demonstrating the importance of employee engagement as a driver of positive customer experiences and improved business performance.
This report examines five key business models: PLC, private, partnership, mutual and franchise.
Helen Luty, Head of Customer Experience at Landmark Information Group, tells us about the journey her team embarked on to…read more →
“Very insightful speakers this morning at The Institute of Customer Service Conference” Kerry Tate, Head of Engagement & Marketing, Capita…read more →