CEB Customer Contact Leadership Council

CEB Customer Contact Leadership Council is a membership for innovative customer service and support leaders who want to optimize the performance of their customer contact center and business. Our research and insights are rooted in the challenges our members deem most important and span topics that impact your organization's day to day as well as longer-term strategic initiatives. We use relationships and learnings from the best service leaders to help you and your team save time and make better decisions.

Our Research Focus

Equipping our members with strategic guidance and tactical tools on the topics most important for their function is at the heart of what we do. We don't just point to where you need to go: we provide you with a roadmap and a suite of implementation tools to get you and your team there. Key topics include:

Reducing Customer Effort

Customer Experience Improvement

Functional Planning and Execution

Outsourcing, Offshoring, and Remote Workforce




Self-Service and Multichannel

Talent Management

Technology and Infrastructure


It Doesn't Pay to Delight a Customer

Our Latest Research: Reducing Customer Uncertainty

In a study of thousands of customers, CEB found that there are six factors of an omnichannel service experience that matter. Of the six, proactivity and service transparency (i.e. "uncertainty") are ranked highest in priority, and have the largest impact on customer effort and loyalty.

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Take Your Service Organization to the Next Level

Our CEB Ignition™ Diagostic for Customer Contact measures performance across 25 functional activities to help service leaders identify critical gaps, prioritize areas for improvement, and create action plans to get results.

Speak with our team to learn more.

Membership Features

Research and Insight: Unique research and tools to help business leaders evaluate new issues and challenges

Proven Best Practices: Tested approaches to solving business challenges from our network of leading companies

Advisory Support: Personalized expert guidance and project support for pending decisions, new tactics, internal presentations, and other needs

Decision and Diagnostic Tools: Customized, actionable views of the most important performance metrics in your function

Peer Benchmarks: Relevant, quantitative data and analysis to help allocate resources and target areas with the highest impact

Executive Networking: On-request advice, feedback, and perspective from peer interaction with hundreds of leading executives

Live and Online Learning Events: A wide variety of events exclusively for senior executives, as well as staff training and skill development opportunities

What Our Members Are Saying

CEB provides our organization excellent research, recommendation, and tools to continually improve."

bcbs kansas

Jeanie Schuler
Director, Member Relations, BSBC of Kansas

Featured Resources

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From Our Blogs

B2B Sales: Why Your Own Firm is to Blame for 20% of Lost Deals
Data from over 2,000 sales reps shows that 20% of stalled and lost deals are a result of overly complex internal policies and procedures. And a bad "seller experience" can drag down conversion rates significantly. 01 Sep 2016
Customer Service: Why Creating the Right Work Environment is So Important
Fostering an environment that supports and rewards those with a particular type of profile and outlook will provide great rewards for customer service teams. 25 Aug 2016
Brexit: What’s Happening to Sales Forecasts
Although many people may be in wait-and-see mode as European governments prepare to negotiate on Brexit, companies' sales teams are feeling the full effects now. 04 Aug 2016

Speak with our team to learn more.

Some of Our Members