The Experience Perspective: An Ipsos Podcast

Brand and experience are becoming increasingly intertwined, creating a powerful intersection to which organisations must pay attention. An explicit understanding of the role of Customer Experience (CX) and its impact on brand equity and growth is needed to build strong brands. This week, we are joined by Ipsos’ Catherine Burton , Global Equity Lead, Brand Health Tracking, and Jean-Francois Damais...

We are delighted to welcome our first Ipsos Customer Perspective podcast guests from Kuwait to open Season 4.  Meet Hormuzda Davar, Managing Director, responsible for Trading, Manufacturing & Financial Services at Al Mulla Group, and Joel Fernandes, from our Ipsos CX business.  Al Mulla Group is a leading diversified privately held business group based in the State of Kuwait, and rep...

During the pandemic, Ipsos research indicated US consumers were spending more at grocery stores, with 4 out of 10 spending $200 or more per month. However, as the pandemic subsides, nearly half (49%) expect to decrease their grocery store spend for meals. At the onset of COVID-19, grocers and big-box players implemented or expanded delivery and pickup services, to adapt to the pandemic environment...

We are delighted to welcome David Hart, Customer Experience Manager for Kia, along with  our very own Jamie Thorpe, Head of XM.  David, with his wealth of auto and CX experience, speaks to us on the back of yet another record sales month at Kia, with market share now topping 5%.  He describes some of the keys to that success, with an unrelenting focus on the customer/employee and CX...

Our ‘around the world Customer Perspective trip’ continues.  This week, we’re in South Africa with renowned CX experts, Nic Callegari and Ipsos’ very own Kendall Rynders .  As well as being a CX master, including 10 years at MultiChoice Group where he was Senior Manager for CX, and CX Design Lead at Nedbank, Nic’s had a stint in journalism and PR,  so knows how to put his point acro...

We are thrilled to welcome our first Ipsos Customer Perspective podcast guests from Vietnam, and what a first: meet Luu Ky Nam , who dedicated 25 years to the life insurance industry, with his latest role being Chief Strategy and Transformation Officer of AIA Vietnam (the largest independent publicly listed pan-Asian life insurance group); and Rakesh Dayal , of Ipsos Vietnam , our CX expert, focus...

Key Performance Indicators (KPIs) are central to customer experience measurement and management, serving to drive customer-focused action and improved business performance. This week, we are joined by Ipsos’ Fiona Moss, author of our latest CX whitepaper , The Key To Your CX Success. Fiona, Head of our Global CX Analytics team, explores how organisations can determine the right CX KPIs to drive bu...

We are delighted to welcome Darren George of Samsung , along with our most loyal Customer Perspective Ipsos guest, Jamie Thorpe , Head of Experience Management.  We’re always glad to have Jamie back, as he brings with him such great guests! Darren packs an enormous amount into this week’s podcast, including, but not limited to, the role of CX at Samsung, renowned for the fast pace at which it...

We are delighted to welcome Gergely Román , Digital Director at Decathlon , the largest sporting goods retailer in the world. Gergely is based in Budapest, as is our Ipsos guest, Annamária Földes , who leads our Customer Experience and Channel Performance business in Hungary. Of course, no CX discussion is complete these days without a focus on the omnichannel experience and Gergely tells us how h...

This week we are delighted to welcome Stuart Bluck , Senior Insight Manager at Whitbread .  Whitbread are hospitality experts, running some of the UK’s most-loved brands and operating over 800 hotels across the UK and Germany, as well as some of the nation’s favourite restaurant chains. In the face of major challenges to the sector over the past year, Whitbread has continued with an unfalteri...

This week we are delighted to welcome Andrew Stephenson of EQ , international specialists in payments and technology-led services, and our very own, Jamie Thorpe , Head of Experience Management (XM). Andrew specialises in developing customer focussed cultures in organisations.  He has a long history in retail leadership, plus his non-exec. roles include being an advisor to the board committee...

This week we are delighted to welcome Jennifer Deutsch, Chief Marketing Officer, and Nicola Buckley, Executive Vice President, of Park Place Technologies , and Helen Bywater-Smith, our Ipsos Global Head of CX Service Design. Park Place empowers businesses to improve operational speed and maximise uptime across their digital infrastructures.  Jennifer and Nicola talk to us about the secrets be...

This week we are joined by Matthias Kraus, who leads our Customer Experience business in Germany.  He joined Ipsos last year, and we were delighted that he did!  He brings with him incredible CX experience, from E.ON where he was VP Customer Insights and Experience, McKinsey, IBM … and just in case, in the words of Shania Twain, that don’t impress you much, he’s an endurance athlete, int...

How can companies best capitalise on the troves of mystery shopping performance management and strategic data they gather? Three overarching factors are critical. The first two are vital and well-understood by many companies, if not always realised. The third is what can truly elevate a programme, and separate a company from its competition. This week, we are joined by the author of a recently pub...

Governments across the world have mandated a host of health and safety measures, including the wearing of face masks, to reduce the spread of COVID-19. Many of these regulations mean that customer experiences have fundamentally changed, putting customers and businesses into an unprecedented state of uncertainty. This week of 1st March, we are joined by authors of a new Ipsos whitepaper: ‘Service w...

This week of 15th February, we are delighted to welcome Jo Causon, CEO of The Institute of Customer Service, along with Jamie Thorpe, our Ipsos MORI Head of Experience Management. Their conversation covers a whole host of subjects dear to our CX heart, among them: the power of CX in delivering financial return, what it takes to deliver great experiences, delivering on your brand promise, going bey...

This week of 8th February, we welcome Helen Bywater-Smith, Ipsos Global Head of CX Service Design.  Helen gives us the ‘what, when and how’ of CX Service Design, including her take on what makes for great experiences to drive that business impact – increased retention, share of spend, advocacy and operational efficiency, leading to a Return on CX Investment: ROCXI. Of course, Customer Perspec...

This week of 1st February, we welcome Craig Bradley, Ipsos Global Head of Channel Performance. Craig takes us on a ‘whistle-stop tour’ of Channel Performance, describing how we: size channel opportunities and share; measure brand promises and execution, and drive compliance and sales conversion … to improve performance across all sales and service channels – physical, contact centre, and digital –...

Esta semana que comienza el 25 de Enero estamos encantados de presentar a Patricia Gomez, Gerente de Clientes de Banco de Chile, quien junto con Carolina Smart líder de la práctica de Customer Experience en Argentina y Nicolás Fritis Líder Regional Latam de Customer Experience y Channel Performance conversan sobre como la experiencia de clientes viene evolucionando en la banca producto de la acele...

*** This week's edition of Customer Perspective was recorded in Spanish. Customer Perspective will continue to provide you with new episodes in all languages moving forward. *** Esta semana que comienza el 14 de diciembre e stamos encantados de presentar a Mariano Silveyra, Customer Analytics Senior Manager quien junto con Carolina Smart líder de la práctica de Customer Experience en Argentina y N...

*** This week's edition of Customer Perspective was recorded in Spanish. Customer Perspective will continue to provide you with new episodes in all languages moving forward. *** Esta semana que comienza el 7 de diciembre e stamos encantados de presentar a Ayleen Kenrick, Gerente de Insights, Clientes y Estrategia en Walmart Chile quien junto con Carolina Smart líder de la práctica de Customer Expe...

Nicolas Fritis, Ipsos Head of Customer Experience and Channel Performance in Latin America, speaks about The Forces of CX, a human-centric framework that helps organisations better design and deliver customer experience, so that it drives true competitive advantage and a better Return on CX Investment (ROCXI). Building on the original Forces of CX framework , which launched earlier this year, Nico...

We are delighted to welcome Kate Fannin,  Executive Director, Retail Experience & Insights, North America Corporate Marketing, at Estée Lauder Companies, and from Ipsos in the US, Kristy Click, Ipsos Senior Client Officer and Reena Roy, Senior Vice President in our Ipsos Channel Performance business. Kate talks to us about creating fabulous immersive experiences for the beauty consumer –...

We are delighted to welcome Virginia Wigley, Manager Insights & CX Design at Trustpower, New Zealand, together with Lance Webb, who leads our Ipsos CX business in New Zealand.  Virginia shares Trustpower’s CX story – their goals, challenges, successes, and key learnings, especially relevant for those of you who are embarking on a new Voice of the Customer programme, or ‘refreshing’ your e...

We are delighted to welcome Keith Gait, Customer Service Director at Stagecoach Bus, and CX Leader of the Year Top 25 Finalist 2020, along with Lorraine Rough, Director and CX Planner in our Ipsos MORI CX business in the UK.  Keith describes how he and his team at the UK’s biggest bus and coach operator are driving a shift in focus across the organisation – from bus-centric to passenger-centr...