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
As industries adapt to technological advancements, shifting consumer behaviours and global challenges, the role of service leaders becomes increasingly pivotal in navigating these complexities.
Our latest Breakthrough Research examines leadership in a service context and sheds light on how to engage and influence people, mobilise resources, deliver strategies and embed a service-focused culture across the organisation and its value chain.
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 web experience – trends in e-service (2009)
£25.00This literature review analyses the increasingly wide range of e-services and discusses the measurement of e-service quality.
Listen up! Skills that call centre employees need to be successful (2009)
£25.00What skills are important for staff in customer service call centres, exploring professionalism, stress, communication and the role of managers....
Lean and six sigma (2009)
£25.00Dr Zoe Radnor, Warwick Business School Giovanni Bucci, AtoZ Business Consultancy
How important is employee satisfaction to customer service? (2009)
£25.00The link between employee satisfaction and looks at factors that contribute to satisfied staff. Written by Mark Gatenby, Kingston Business...
Co-Creation of Value – Towards an Expanded Paradigm of Value Creation (2009)
Written by Venkat Ramaswamy, Professor of Marketing and Hallman Fellow of Electronic Business at the Ross School of Business, University...
“It’s a culture thing” The challenge of change – customer service in local government (2009)
£500.00Commission by the Institute of Customer Service, Katrina Ritters, Howard Davis, John Mawson and Mike Tricker examine the nature and...
e-Learning for Customer Service: Achieving participant buy-in (2008)
Paper that discusses e-learning and how it can be successfully implemented. Written by Stephanie Edwards of Customer 1st International, a...
World-class customer service: The what, the why, the how (2008)
£500.00Report identifying the key factors that promote and determine world-class service (WCS). This report was written by Dr Ted Johns,...
Making it Count: customer satisfaction in the charity sector (2017)
£500.00A national measure of customer satisfaction in the Charity sector. It measures over 30 measures of the customer experience in...