The Experience Perspective: An Ipsos Podcast

In this episode, host Helen Bywater-Smith sits down with two leading experts to explore an underutilized yet deeply powerful sensory touchpoint: scent. • Dan Terry Jacobson , Founder of Oola Lab, a craft neuroscent studio that designs fragrances to influence mood, cognition, and emotional balance. • Annamaria Foldes , Head of Mystery Shopping and MSU at Ipsos Switzerland, an expert in retail and l...

Join Bhavna Sawnani in conversation with James Tarbit , Ipsos’ Global Head of Employee Experience, as they explore how organisations can elevate their employee listening strategies and move beyond simply measuring engagement. James reflects on how listening has evolved from the traditional annual engagement survey into a broader ecosystem of pulse surveys, lifecycle listening, always-on feedback,...

In this enlightening podcast episode join host Rob Rose as he talks with Andrew Firth , Head of Advisory and Analytics at Ipsos Channel Performance UK, to delve into the critical elements to consider when designing an effective mystery shopping programme. The conversation emphasises the importance of starting with clear business objectives to create questionnaires that yield actionable insights, a...

In this thought-provoking episode of The Experience Perspective, host Helen Bywater-Smith sits down with Sue Phillips , Ipsos's Global Lead for ESG, and James Bland , Commercial Director for Travel, Hospitality and Leisure, to explore the critical intersection of Environmental, Social and Governance (ESG) principles and customer experience. Why ESG Matters for CX Despite headlines suggesting c...

Join Helen Bywater-Smith , Global Head of CX Advisory, Francisco Acuña , Head of CX in Latin America, Maura Howley , Senior Vice President, CX & EX in North America and Cyrille Dagorn , CX Service Line Leader, Ipsos BVA in France as they delve into the exclusive insights from our recent Global Voices survey. Where only 57% of organisations report consistently delivering customer experiences al...

Join ⁠ Bhavna Sawnani⁠ in conversation with ⁠ Hannah Short ⁠, Inclusion and Diversity Manager at Leeds Building Society in the UK and ⁠ Grace Tong ⁠, Vice President and Equity, Diversity and Inclusion Lead at Ipsos Canada, as they explore why women's health is becoming impossible for organisations to ignore. Menstruation, menopause, fertility, pregnancy loss, experiences that shape how women navig...

In today's fast-paced and competitive business environment, the ability to excel in customer experience is not merely a choice but a necessity for sustainable success. The latest episode of the Ipsos Experience Perspective Podcast provides an in-depth exploration of cutting-edge strategies and insights centred around the role of customer advocacy as a key driver in the acquisition of new custo...

In this Employee Experience episode of The Experience Perspective, Bhavna is joined by Albrecht Küfner , Team Lead for Employee Experience at Deutsche Bahn, to explore what it really takes to move from running employee surveys to becoming a genuinely insight-led employee experience professional, while successfully operating in a highly unionised, works-council-led environment. Drawing on his journ...

Happy New Year! And welcome to Season 9 of The Experience Perspective Podcast! For the first episode of our new season, join Rob Rose as he explores the many different roles that Mystery Shopping can play for businesses and organisations, in the company of Craig Bradley , Global Service Line Leader for Channel Performance at Ipsos. In this episode, Craig shares how ‘Real people, going to real plac...

At Ipsos, we combine research excellence with deep CX expertise. We know the quality of insight depends on the quality—and the experience—of the questions you ask, and that real impact comes from the governance that surrounds your listening ecosystem. In this episode, we reset survey programmes for 2026 by treating surveys as a designed service and a true part of the customer journey. Host Helen B...

Join Bhavna Sawnani in conversation with Ena Rivera , Chief People Officer for Asia Pacific at Ipsos, as they explore what it takes to transform people teams into strategic, future-focused partners. Drawing on insights from Ipsos 2025 Empowering People Teams report , they discuss the shift from transactional HR to influencing organisational priorities and shaping long-term success. Ena and Bhavna...

Join Rob Rose as he shares recorded highlights from the Automotive Event hosted by Channel Performance in the UK entitled “Rev up your Revenues with Data Analytics”. At the event held at the Silverstone International Grand Prix Circuit, special guest Verity Mercer, Head of Customer Experience and Quality at Renault Group held a Q&A session alongside Ipsos Channel Performance Head of Client Suc...

Join Bhavna Sawnani as she explores a crucial aspect of employee experience surveys: driving high participation and engagement, in conversation with Chrystal Kennedy , Head of People Partnering at Mitre 10 New Zealand. Together, they unpack how Mitre 10 achieved exceptional participation rates across a highly operational and decentralised organisation, even while transitioning to new platforms. Th...

Join Helen Bywater-Smith as she dives into the crucial aspect of customer Loyalty with Andrew Custage , Head of Research Insights at Medallia, and Jean Francois Damais , Global Chief Research Officer at Ipsos CX. Based on insight from the recent collaborative paper between Ipsos and Medallia, Beyond Transactions: The Shifting Dynamics of Customer Loyalty , the trio discuss the evolving landscape o...

We invite you to explore the world of modern luxury—a place where artistry meets experience. This three-part film series is a journey into the heart of indulgence, revealing the stories, skill, and passion behind the world’s most exclusive experiences. Join Helen Bywater-Smith , alongside Ipsos Luxury Expert Stéphane Paoli and Channel Performance lead in Switzerland Annamaria Foldes with our luxur...

We invite you to explore the world of modern luxury—a place where artistry meets experience. This three-part film series is a journey into the heart of indulgence, revealing the stories, skill, and passion behind the world’s most exclusive experiences. Join Helen Bywater-Smith , alongside Ipsos Luxury Expert Stéphane Paoli and Channel Performance lead in Switzerland Annamaria Foldes with our luxur...

We invite you to explore the world of modern luxury—a place where artistry meets experience. This three-part film series is a journey into the heart of indulgence, revealing the stories, skill, and passion behind the world’s most exclusive experiences. Join Helen Bywater-Smith , alongside Ipsos Luxury Expert Stéphane Paoli and Channel Performance lead in Switzerland Annamaria Foldes with our luxur...

On this episode, we are sharing the audio from our latest LinkedInLive presentation on CX Global Insights 2025: A sneak peek into Ipsos’ newglobal benchmark of Customer Experience.   During our Live event, we explored key findings, such as the surprising “Onaverage, around the world, 70% of customers say they choose to use a brandbecause they know the experience will be good”, the impact of these...

In this month's podcast, Helen is joined by Jeremy Todd , Head of Research & Insight at Air New Zealand, Trish Roberts , Experience Management Director, and Tom Magill , Associate Director of Ipsos New Zealand. This episode celebrates the success of the Air New Zealand CX programme, delivered by Ipsos with Medallia. At the 2024 Research Association Awards NZ, our exceptional Ipsos team won the...

This month, podcast host Danielle Doran is joined by Kendra Jones , Head of Client Success at Ipsos Channel Performance UK, and Andy Firth , Head of Advisory and Analytics Mystery Shopping at Ipsos Channel Performance UK, and Jean-Francois Damais , Global Chief Research office at Ipsos Customer Experience, who delve into the unique advantages of Mystery Shopping in assessing employee behaviours an...

In this episode, join Danielle Doran as she chats with Erika Terblenche and Andy Firth about the Channel Performance Benchmark. Erika and Andy give us everything we need to know about the Benchmark; what it is, why it was created, the channel and sectors it covers, and how clients can put it to work to uncover hidden insights that leads to improved business and channel performance in our onmichann...