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.
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.
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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)£0.00
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.
Written in association with the Centre for Organisational Effectiveness at the University of Bournemouth Business School, this report examines longer...
The Future of Customer Service: A study of key trends and challenges facing customer service in the UK£0.00
This report gives members considerable food for thought in the key areas of recruiting and developing the right people and...