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.
Our latest Breakthrough Research analyses the evolution of customer behaviours and the implications for organisations. The research reaffirms the importance of proactive communication, empathy, accountability for problems and complaints and consistency of experiences across channels.
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 pan-sector research examines how customer expectations and behaviours have changed in the last two years, how they will evolve, and how organisations should respond.
👇 Download the research report to find out more about changes in customer behaviour
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
Paper that discusses e-learning and how it can be successfully implemented. Written by Stephanie Edwards of Customer 1st International, a...
Report identifying the key factors that promote and determine world-class service (WCS). This report was written by Dr Ted Johns,...
A national measure of customer satisfaction in the Charity sector. It measures over 30 measures of the customer experience in...
The 2006 National Report surveyed 71 organisations representing all sectors. This was more than double the 33 organisations survey in...
This report examines the importance, value and key elements in business-to-business customer service; the report offers practical tips on providing...
The report examines the challenge of using technology to enhance customer service as part of a strategy and offers suggestions...
Customer Priorities: what customers really want explores the reasons why customer satisfaction matters and hence why it should be measured.
Rewarding Customer Service: Using reward and recognition to deliver your customer service strategy (2005)
This report shows how to use reward and recognition as part of delivering your customer service strategy. Published 2005.
The report provides insights into the way organisations deliver excellent service through their front-line staff.
Paul Couchman, Managing Director of Premier Pensions Management discusses 10 years as a member of The Institute and why he…read more →