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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

This research report sheds light on the key skills, behaviours and knowledge required for the service leaders of the future and helps leaders better understand where they need to focus to drive service and business performance.

Download the full research report here ?

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Research Hub

Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.

Looking for UKCSI reports?

The UKCSI provides a unique way of tracking and comparing customer satisfaction performance across the UK economy.

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