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.
Customer satisfaction and investment in customer service are under severe pressure, and there is a growing and urgent need to reassess the relationship between customer satisfaction and financial performance.
Our latest Breakthrough Research examines the relationship between customer satisfaction and business performance over the last 5 years, and provides key areas of focus and investment that have enabled companies to achieve sustainable customer satisfaction and financial performance.
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 report contains compelling current insights about the relationship between customer satisfaction and business performance, factors that influence this in different sectors, and key areas of focus that have enabled companies to achieve consistently high levels of customer satisfaction and sustainable business performance.
Download the full research report here
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
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)£500.00
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.
Companies that are regarded as ‘being easy to do business with’ are more likely to achieve bottom line benefits than...
The research project was sponsored by Anglian Water, The Post Office, Thames Water and Ventura.
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£500.00
This report gives members considerable food for thought in the key areas of recruiting and developing the right people and...
Helen Luty, Head of Customer Experience at Landmark Information Group, tells us about the journey her team embarked on to…read more →
“Very insightful speakers this morning at The Institute of Customer Service Conference” Kerry Tate, Head of Engagement & Marketing, Capita…read more →