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
At a time when organisations in regulated sectors and regulators are under growing scrutiny, our latest Breakthrough Research assesses what regulators should do to stimulate higher standards of customer service in the sectors they regulate.
We also examine how the customer perspective can be appropriately represented in decision-making, the skills and capabilities required by regulators, and consumer attitudes about regulation in the UK.
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
Member organisations can access Breakthrough Research for free. Discounts apply for Individual members.
Customer Service Trends and Predictions For 2025
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
A Cultural Shift – How to Regulate to Improve Customer Service
£1,000.00Our latest Breakthrough Research assesses what regulators should do to stimulate higher standards of customer service in the sectors they...
Leading the Service Nation? Enabling business performance through customer service
£1,000.00Our latest research helps leaders better understand where service leaders need to focus to drive service and business performance and...
Customer service trends and predictions for 2024
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
The Customer Service Dividend Revisited: How to achieve sustainable growth, profitability and productivity
£1,000.00Our latest research contains compelling current insights about the relationship between customer satisfaction and business performance, factors that influence this...
Governance and the Role of the Customer: Balancing the needs of stakeholders
£1,000.00Corporate Governance is so much more than a technical set of rules, standards and codes: it is central to how...
Building the Service Nation: Changing Perceptions about the Profession of Customer Service
£600.00This research examines the extent to which customer service is seen as a profession, with defined skills, standards and career...
Customer service trends and predictions for 2023
In this report, we examine some of the issues and trends that will be significant for the customer experience environment...
A Connected World? Ensuring the right blend of people and technology for customer service
£600.00This pan-sector research investigates how technology and applications are impacting or could impact customer service. The report examines customer attitudes...
Customer Behaviours – Evolution or Watershed?
£600.00This pan-sector research examines how customer expectations and behaviours have changed in the last two years, how they will evolve, and how...