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 aceleración digital y las nuevas necesidades de los clientes.

Patricia explica como el servicio ha migrado de canales, como nuevas segmentaciones son necesarias para entender y relacionarse con los clientes y como el servicio transita de uno fuertemente apalancado en el ejecutivo a uno que combina una experiencia más amplia omnicanal.

Averigua más acerca de Customer Experience y Channel Performance: Mystery Shopping, Retail Performance y Retail and Consumer Intelligence en el sitio web de Ipsos donde puedes investigar y leer más sobre nuestro Liderazgo de Pensamiento.

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This week of 25th January, we are delighted to launch Season 3 by welcoming Patricia Gomez, Head of Clients at Banco de Chile, Chile’s largest bank. Patricia joins Ipsos’ Carolina Smart, Head of Customer Experience in Argentina, and Nicolas Fritis, Head of Customer Experience and Channel Performance for our Latam business, to discuss how Customer Experience is evolving in the banking industry, as a result of the acceleration of the digital transformation, and clients’ new needs.

Patricia describes how service has moved to different channels, how new segmentations are needed to understand customers, and how relationships are shifting from account management-led to one involving multiple channels.

Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking. Get in touch via [email protected].

*** 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 estamos 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 Nicolás Fritis Líder Regional Latam de Customer Experience y Channel Performance conversan sobre como la experiencia de clientes viene ganando terreno e importancia estratégica en el ecommerce de Latam.

Mariano explica el viaje que Mercado Libre ha seguido hacia convertirse en el player principal en ecommerce en la región y el rol que la experiencia de clientes tiene en su eshttps://www.ipsos.com/en/knowledge/overviewtrategia. Mariano comenta sobre sus futuros desafíos y como vienen preparándose para enfrentarlos.

Averigua más acerca de Customer Experience y Channel Performance: Mystery Shopping, Retail Performance y Retail and Consumer Intelligence en el sitio web de Ipsos donde puedes investigar y leer más sobre nuestro Liderazgo de Pensamiento.

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This week of 14th December, we are delighted to welcome Mariano Silveyra, Customer Analytics Senior Manager from Mercado Libre, Latin America’s leading eCommerce technology company.  Mariano joins Ipsos’ Carolina Smart, Head of Customer Experience in Argentina, and Nicolas Fritis, Head of Customer Experience and Channel Performance for our Latam business, to discuss how Customer Experience is gaining in strategic importance in eCommerce in Latin America.

Mariano describes the journey Mercado Libre has taken towards becoming the major eCommerce player in the region, and the role CX plays in their strategy. As this market evolves rapidly, Mariano comments on some of the future challenges they expect to face, and how the company is preparing for them.

Episode 12 brings us to the end of Season 2. Thank you for joining us and hope you enjoyed listening. We’ll be back with Season 3 in January. We look forward to talking you again, then. In the meantime if you have any guest/content suggestions, do get in touch with us at [email protected]. Season’s greetings from Customer Perspective!

Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.

*** 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 estamos 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 Experience en Argentina y Nicolás Fritis Líder Regional Latam de Customer Experience y Channel Performance conversan sobre el futuro del retail.

Ayleen explica los desafíos que el C-19 presentó para su negocio presencial y las acciones que tuvieron que tomar en muy corto plazo para reaccionar a la contingencia y seguir operando. Después de 6 meses de comenzada la crisis, Ayleen reflexiona sobre el impacto de la aceleración en la transformación digital de los clientes y de cómo Walmart se prepara para seguir liderando la categoría.

Averigua más acerca de Customer Experience y Channel Performance: Mystery Shopping, Retail Performance y Retail and Consumer Intelligence en el sitio web de Ipsos donde puedes investigar y leer más sobre nuestro Liderazgo de Pensamiento.

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This week of 7thDecember, we are delighted to welcome Ayleen Kenrick, Insights, Strategy and Clients Manager from Walmart Chile, who joins Ipsos’ Carolina Smart, Head of Customer Experience in Argentina, and Nicolas Fritis, Head of Customer Experience and Channel Performance for our Latam business, to discuss the future of retail.

Ayleen explains the challenges Covid presented to Walmart’s brick and mortar business, and the action they had to take to adjust service, product and experience, as a result of the crisis.  She reflects on the effect of the acceleration of the digital transformation, and how Walmart is looking to the future as a leader in the supermarket sector.

Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.

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 references new research conducted in seven Latin American markets: Argentina, Brazil, Chile, Colombia, Ecuador, Mexico and Peru, and demonstrates how the relative importance of the Forces in Latin America varies across markets, sectors and brands.  For the full findings, head to https://www.ipsos.com/en, or get in touch with us at [email protected].

#CX #IpsosForcesofCX

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 – across channels, with a call out for phygital, the power of personalisation, evolving consumer and retail trends, and what the future may hold; reinventing the future of beauty.

Head to https://www.ipsos.com/en to find out more about Ipsos, or get in touch with us at [email protected].

#ChannelPerformance #CX #Retail Experience #Beauty

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 existing one to ensure it’s continuing to drive the right actions in these challenging times.

Head to https://www.ipsos.com/en to find out more about Ipsos, or get in touch with us at [email protected].

#CustomerExperience #CX #VoC #ChannelPerformance

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-centric, and achieving CX culture transformation at the front line.  Enjoy Keith’s story and practical tips!

Head to https://www.ipsos.com/en to find out more about Ipsos, or get in touch with us at [email protected].

#CustomerExperience #CX #ChannelPerformance #PublicTransport

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.  Worth listening in for her take on future trends alone; she got it right two years ago!

Head to https://www.ipsos.com/en to find out more about Ipsos, or get in touch with us at [email protected].

#Shopper #ShopperExperience #ChannelPerformance #CX #CategoryManagement

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 Experience excellence, and more…

To find out about CCMA: https://www.ccma.org.uk/

Head to https://www.ipsos.com/en to find out more about Ipsos, or get in touch with us at [email protected].

#ContactCentre #ChannelPerformance #CustomerExperience #CX #Customer

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 Ipsos CX business, to Customer Perspective.  They take us through their recently published paper, explaining the impact of cultural bias on response – and what to do about it, to ensure the right actions are taken.

To read a copy of the paper: https://www.ipsos.com/en/when-difference-doesnt-mean-different-understanding-cultural-bias

Head to https://www.ipsos.com/en to find out more about Ipsos, or get in touch with us at [email protected].

#Customer Experience #CX #Customer