The Experience Perspective: An Ipsos Podcast

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 across a range of sectors, including high-end luxury.

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, and read about our latest thinking. Matthew mentions the Forces of Customer Experience – the science of strong relationships, which you can read about here.

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 business to business (B2B) CX expert, Matthew Chatterton, to join us next week, and are very much looking forward to discussing best practice CX measurement and management in the B2B space with him. If you’d like to ask Matthew a question via our podcast, please get in touch with us at [email protected].

To read about our latest thinking, please click here.

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  Customer Experience, Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos. To read about our latest thinking, head here.

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 more about Customer Experience, Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos.

If you’d like a question answered via our podcast, please get in touch with us at [email protected].

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 delivering customer success, then this podcast is for you.

This week of 25th May, our hosts, Helen Wilson and Trevor Clarke, welcome Nicholas Mercurio, Executive Vice President and leader of Ipsos, Channel Performance in US, to the hot seat.  As we reopen the economy, brands must take steps to ensure consumers feel safe.  Listen in to learn which health & safety policies build consumer confidence.

If you would like to find out more about ‘The Consumer Health & Safety Index’ mentioned by Nick, click here.  We are rolling out the Index to markets across the globe, so please do get in touch with your local Ipsos Channel Performance contact, or [email protected], for further information.

If you’d like a question answered via our podcast, please get in touch with us at [email protected].

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 delivering customer success, then this podcast is for you.

This week of 18th May, our hosts, Helen Wilson and Trevor Clarke, are delighted to welcome Helen Bywater-Smith, an Ipsos expert in journey mapping and CX service design.  Join us to learn more about customer journey mapping and the impact this can have on organisations.

If you would like to find out more about ‘The Forces of Customer Experience’, as mentioned by Helen in our podcast, do join our webinar on 26th May - register here.   Learn more about Customer Experience at Ipsos.

Next week, we’ll be talking to Nicholas Mercurio, Executive Vice President and leader of  Ipsos, Channel Performance in US.  As we reopen the economy, brands must take steps to ensure consumers feel safe.  Listen in to learn which health & safety policies build consumer confidence.

If you’d like a question answered via our podcast, please get in touch with us at [email protected].

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 ‘the other side’, and the challenges they are needing to address, in particular relating to measuring and managing occupancy levels to help comply with government social distancing guidelines, and keep employees and customers safe.

Learn more about Ipsos, Retail Performance and Social Distancing Live Occupancy Counter.

Next week, we’re talking to Helen Bywater-Smith, the ‘queen’ of customer journey mapping and CX service design,

If you’d like a question answered via our podcast, please get in touch with us at [email protected].

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 delivering customer success, then this podcast is for you.

In this episode, recorded week of 4th May, 2020, our hosts, Helen Wilson and Trevor Clarke, invited Jean-Francois (JF) Damais, our CX Chief Research Officer, to ‘sit in the hot seat’. JF’s speaking about CX Forces – our CX ‘framework’ that captures the true building blocks of relationship strength, to help organisations bring their CX strategy to the next level. In light of the COVID-19 crisis, understanding how the hierarchy of needs is changing is obviously crucial, so this is another ‘must-listen’ episode.

If you are interested in attended our upcoming webinar about the CX Forces, on 26th May, then look out for an invite, or let us know via [email protected].

Do join us next week, when we’ll be quizzing retail experts, Peter Luff, Tim Denison, and Anna Hatfield-Shaw.

If you’d like a question answered via our podcast, please get in touch with us at [email protected].