The Experience Perspective: An Ipsos Podcast

We are delighted to welcome Sofía Suárez, Shopper & Category Leadership Senior Manager at Nestlé Mexico, along with Luis Brizuela, head of our Ipsos Channel Performance Mexico business .   Sofía describes the changing shopper behaviours she is seeing, how Nestlé is responding, in particular how her team have had to change the way they do business, and expectations of her partners.  W...

We are delighted to welcome CCMA (UK Call Centre Management Association) CEO, Leigh Hopwood, to the guest chair.  Hear Leigh discussing all things contact centres, with Ipsos’ Andy Firth, self-proclaimed contact centre geek: shift to homeworking, switch to remote channels, accelerated digitisation, automation and self-service, the vital role of contact centres in delivering Customer Experienc...

Running global Customer Experience studies provides both better value for money than individual country studies, and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural response bias. We welcome Fiona Moss, Director in our Ipsos CX Global Analytics team, and Bharath (Vijay) Vijayendra, Head of Analytical Services in our US...

We are delighted to welcome John Walker, Head of Customer Insights at A.P. Moller – Maersk. Hear John interviewed by Jamie Thorpe, our Ipsos Head of XM in the UK. John speaks about the differences – and parallels – between B2B and B2C CX, shares his views on how CX is evolving and the ‘next challenges’ for CX professionals, as well as giving advice to those new to CX/wanting fresh thinking. Head t...

We welcome Jean-Francois (JF) Damais, our Ipsos CX Chief Research Officer, back to the hot seat. Last week we heard Matt Cahill from McDonald’s talk about the importance of defining the end business goal and the power of analytics in making a case for CX improvements. JF builds on that, by taking us through the practical steps involved in financial linkage modelling to ‘unlock’ resources and prior...

We’re back with Season 2 and are delighted to open with Matt Cahill, Senior Director, Consumer Insights Activation at McDonald's. Hear from Matt as he shares how McDonald’s is responding to today’s and tomorrow’s challenges, the role of research in making business decisions, achieving best in class CX, and how to drive desired customer behaviours. Head to https://www.ipsos.com/en to find out more...

Hear from Darren Burgess, Deputy MD of our Ipsos UK Mystery Shopping – Channel Performance business, as he speaks about the power of Mystery Shopping in evaluating and improving the performance of the digital channel, as well as the practical considerations when setting up such a programme. We’ll be back with Season 2 of Customer Perspective, our Ipsos Customer Experience and Channel Performance p...

Episode 14: Talking CX Tech – This week of July 13th, we invited Sven Heine, Ipsos CX Global COO, and Dan Zuckerman, VP in our US CX business, to talk ‘CX Tech’.  Hear from Sven and Dan about their take on CX technology – its role in CX measurement and management programmes, factors to take into account when choosing, and where it’s heading.

This week we’re joined by Reena Roy, Vice President in our Ipsos US Channel Performance business.  Hear from Reena as she talks about taking Mystery Shopping to ‘the next level’; using Mystery Shopping to address strategic as well as tactical decision-making needs, better design, better execution, and better impact, as well as the range of approaches being employed to meet clients’ needs acro...

This week of June 29th, we’ve invited business to business (B2B) CX expert, Matthew Chatterton, to join us.  He heads up B2B CX in the UK, and has worked in this space for many years. Listen in to hear his views on what makes for a truly great B2B relationship, and, of course, to get some advice on best practice CX measurement and management. Find out more about Customer Experience at Ipsos,...

We’ve invited two of our Ipsos’ behavioural science experts to join us this week - Colin Strong, our global lead, and Tamara Ansons, who heads up the discipline in the UK. Expect a wide-ranging discussion as we get to grips with: what behavioural science actually is; when to ‘bring it to the table’, how; and the role it can play in influencing service design and customer behaviours. We’ve invited...

We’re joined by Stephane Sanchez who leads our Ipsos APAC Customer Experience and Channel Performance business, from Singapore. We ask him about some of the challenges his clients are facing and, of course, how they’re addressing them, as well as getting his take on the role of Mystery Shopping and Voice of the Customer (VoC) programmes in the wider CX measurement ecosystem. Find out more about &n...

This week of June 8th, hear from CX experts - Jamie Thorpe (UK), Lesley Haibach (Canada) and Richard Korn (Hong Kong) - as they talk about the business questions they’re being asked by clients in their markets and, of course, how they’re addressing them. Find out more about Customer Experience at Ipsos, and to read about our latest thinking, head here .

This week of 1st June, Helen Wilson and Trevor Clarke, invite Ralf Ganzenmueller, Ipsos Chairman of Customer Experience and Channel Performance, and the CEO of DACH (Germany, Austria, Switzerland), to sit in the podcast hotseat.  Ralf takes ‘a look around the corner’ as to where the world might be, what that might mean for our clients, and, indeed, for Ipsos, in our role as partners. Find out...

Welcome to the latest episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of sales channels, or functions, and their role in de...

Welcome to the latest episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of sales channels, or functions, and their role in de...

Welcome to Customer Perspective, recorded week of 11th May, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, invited three colleagues from our Retail/Channel Performance business at Ipsos, Peter Luff, Tim Denison and Anna Hatfield Shaw, to join them. Our retail experts discuss the impact of the pandemic on retail traffic and consumer behaviours, how retailers are starting to come out ‘t...

Welcome to the latest episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of sales channels, or functions, and their role in de...

Welcome to Customer Perspective, recorded week of April 27th, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, welcome Nicolas Fritis, who heads up Customer Experience and Channel Performance, Ipsos in LATAM. We quiz Nico about the best practice measures being taken by organisations around the globe, to adapt to this new environment, to provide support, care and protection to customers,...

Welcome  to our second episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience  practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of sales channels, or functions, and their role in...

Welcome to our first episode of Customer Perspective, recorded week of April 13th, 2020.  This week, our hosts, Helen Wilson and Trevor Clarke, welcome Ben Llewellyn , our Global Head of Customer Experience at Ipsos.  As Ipsos, we’re being asked for help in addressing clients’ questions about the disruption that COVID-19 is having on society, on their business and customers, and its impa...