Breakthrough Research

On 20 September, we revisited our Breakthrough Research : The Customer Service Dividend Revisited. Brian Weston, The Institute’s Head of Research and Insight, and CEO Jo Causon shared an overview of the recent research results. During this launch, we examined the relationship between customer satisfaction and business performance over the last 5 years. We also…

On 24 March, we launched our Breakthrough Research on Building the Service Nation: Changing Perceptions about The Profession of Customer Service. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. We discussed the extent to which customer service is seen as a profession with defined skills, standards…

On 24 August, we launched our Breakthrough Research on technology and the future of customer experience. Brian Weston, The Institute’s Head of Research and Insight, shared an overview of the recent research results. This pan-sector research investigates how technology and applications are impacting or could impact customer service. The report examines customer attitudes about potential applications to improve service,…

We launched our latest Breakthrough Research Launch on 29 September 2021 on Work with a Purpose – Building a shared vision of the future. The Institute’s CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through the findings of the research. The presentation was followed by a panel discussion and Q&A…

Watch the UKCSI webinar launch below ?. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the July 2021 UKCSI results. In this UKCSI, we assess how customer experience, behaviours and preferences have changed during the COVID-19 pandemic. The research includes key learnings and implications for organisations.  …

Watch below the Breakthrough Research Launch on Who Do You Trust? Improving trust through customer service. The Institute’s CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked us through the findings of the research. The presentation was followed by a panel discussion and Q&A with the research sponsors first direct, Curo and…

Watch the webinar launch of the UKCSI January 2021 below. The Institute’s Head of Research and Insight Brian Weston and CEO Jo Causon take us through why customer satisfaction is at its lowest level since July 2015.   Download the presentation slides here