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

Related Services

From Our Blogs

How Customer Service and Customer Experience Teams Use Journey Mapping Differently
Customer journey maps are a common tool in business but different teams use them differently. This needs to change. Tue Jun 20 03:00:25 EDT 2017
The Difference Between Customer Experience and Customer Service
Customer service teams are being asked to focus on the 'customer experience' more and more, but this requires far greater collaboration with other teams than in the past. Wed Jun 14 03:00:48 EDT 2017
B2B Sales: 3 Coaching Mistakes You’ll Make this Week
Coaching is a vital part of building and maintaining a successful sales force in what is the most challenging environment B2B reps have ever faced. Managers should aim at least to avoid these three mistakes. Wed May 03 03:00:25 EDT 2017

In the News

3 Questions Every Director Should Ask (And Be Able To Answer) About Sales
Wed May 10 00:00:00 EDT 2017
Brent Adamson; Challenge Your Customers to Think Differently About Their Business
Tue May 09 00:00:00 EDT 2017
Let Your Call Center Reps Collaborate
Mon Apr 10 00:00:00 EDT 2017
The 21st Century Customer
Mon Apr 03 00:00:00 EDT 2017
B2B Salespeople Need to Act More Like Travel Agents
Tue Mar 07 00:00:00 EST 2017

Speak with our team to learn more.

Some of Our Members