Insights & resources

Insights on customer leadership and hiring.

Practical thinking on building, hiring and leading customer functions.

People seated around a conference table in a modern meeting room, discussing with laptops open.
What customer service is worth, in numbers.
UK brands refund 78p of every £1 sent back. 38% of organisations have nobody senior in charge of the customer, and only 14% get full value from their customer lifetime value data. Head of, Director and Chief Customer Officer pay for London, Leeds, the North West and the Midlands, plus a cost per serve model. The Retail and Consumer Benchmark Q3/4 2026 puts the numbers in one place.
Get the benchmark
Cover of the Stellify Retail and Consumer Benchmark Q3/4 2026
The pressure on customer teams, in numbers.
The Stellify Social Housing Benchmark, Q3/4 2026. 62% of complaints upheld by the Ombudsman, £4.8m in compensation ordered, and Head of role pay running from £58k to £110k.
Get the benchmark
Cover of the Stellify Social Housing Benchmark Q3/4 2026
Business valuation review showing customer experience metrics

5 CX Drivers That Improve Business Valuation

November 4, 2026
Discover five customer experience drivers that can improve business valuation, attract private equity, and make your company more compelling to investors.
How to make more money from customers through better customer operations

How to Make More Money From Your Customers

November 4, 2026
Learn how to make more money from customers by reducing churn, repeat contact and refunds—and choosing the right customer leadership solution.
Hiring a contractor for CX journey mapping

How a Contractor Can Clarify Your CX Function

October 27, 2026
Discover how hiring a contractor for CX journey mapping can clarify customer metrics, shape the right permanent role, and prevent a costly mis-hire.
AI search benchmarks on a business decision dashboard

5 AI Search Benchmarks for Better Decisions

October 19, 2026
Learn why AI search benchmarks and expert-verified data matter, how confident errors spread, and how leaders can make faster, evidence-based decisions.
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"Katy has placed me in my last three leadership roles over the past ten years. She is honest, direct and above all great at making the right match for your career and for the business. No one else I would trust with my search."
Joanne Shaw Head of Customer Insights
"The Stellify housing benchmark was a useful and informative read without being overwhelming. In a world of white papers it is good to get a to-the-point picture of what is happening externally. It is clear Stellify understands how customer functions are affected by changes in the social housing space."
Matt Jones Executive Director Social Housing

FAQs

  • What will I find in Insights?

    Practical thinking on hiring and leading customer functions, grouped into hiring, leadership, sector insight, events and news. It is written for the people who own these decisions.

  • What does the name mean?

    Stellify means to make a star. It reflects what a strong customer leader does for an organisation, and what a well-run search does for a career.

  • Who writes these?

    The Stellify team, drawn from the searches and conversations we run each week. Every piece carries a named author and a date.

  • How often do you publish?

    Regularly, whenever we have something worth saying. We would rather publish a useful piece than fill a schedule.

  • Can I get these by email, or suggest a topic?

    Yes to both. Get in touch to hear when we publish, or to tell us what you would find useful.

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AI and transformation in contact centres

Manchester, September 2026

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