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.
This research looks beyond the Covid-19 crisis to examine how work culture, environment and practices – particularly in a customer service context – could change in the next 5 years.
👇 Download the research report to discover the changing world of work
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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...