The Experience Perspective: An Ipsos Podcast

We are delighted to welcome Helen Campbell-Watt, a woman of many firsts, from Coutts, and Jamie Thorpe, our Ipsos UK Head of XM. Helen shares the genuinely fascinating story of Coutts, which was set up in 1692, and became one of the best-known private banks in the world. Serving the likes of royalty, politicians, business leaders…indeed, “history makers to penalty takers”, an incredibly diverse, high net worth customer base, with high expectations, brings, of course, unique challenges. But Coutts is an organisation where client focus comes from the top, has “culture embedded in the client”, and “the client is always on the agenda”; it has “3 metrics and client is one of them”.

Find out more about our latest Ipsos CX and Channel Performance thinking.

Find out more about our latest Ipsos CX and Channel Performance thinking.

Welcome to our final episode of Season 4, and 2021. Never fear, we’ll be back with Season 5 next year, in January (another great episode already lined-up).

To hear more from Alison, sign up for our Ipsos KEYS webinar on 18th November: [WEBINAR] KEYS: Convergent Commerce | Ipsos.  Alison’s paper is here, as is the Ipsos Omnichannel resource website. Check out the new Channel Performance Management paper we mention, which features several sector-based case studies, and sets out to support those charged with measuring and managing the performance of the channels in their organisation – physical, contact centre, and digital – to drive brand growth. Head to this link to find out more about the ECCCSAs | European Contact Centre & Customer Service Awards. Ipsos’ latest CX, Channel Performance and Omnichannel specific thinking may be found via these links.

Our world is undergoing digital transformation and the Customer Experience is changing – from offline to online, from real life to virtual, from aided to self-administered, and so on.  Understanding the changing UX requirements, moments, pain points and areas of delight, are key. Our Ipsos UX teams have been working on many areas where UX can drive a more positive Customer Experience, for all members of society.  Katharine Davis, Head of UX, and Damian Rees, UX Director, both from our Europe team, are here to highlight a few of them, covering: what is UX, where it’s come from, and why it’s so relevant to the CX agenda right now; how Customer Experience and expectations are changing with the move to a digital world; the areas that need to be considered to ensure that experiences are just as good as, if not better than, ‘before’; the key components of good User Experience; inclusive UX and compassionate design, and the benefits to both users and organisations; plus a few predictions thrown in for good measure.

To hear more from Katharine and Damian, head to their on-demand webinar: User Experience (UX): what makes the difference between success or failure?.  Our latest Ipsos CX and Channel Performance thinking may be found here.

We are delighted to welcome globe-trotting, mobility expert, Dominik Brinkmann of Stellantis, and Amrutha Murthy, who leads our Ipsos Channel Performance and Customer Experience business in Australia.  Stellantis is a leading global mobility player, formed from the merger of PSA and FCA, with an iconic brand portfolio, including Alfa Romeo, Chrysler, Citroen, Fiat, Jeep, to name but a few.   Dominik, wearing one of his 14 tops (one for each brand), and using the language of (organisation) ‘families’ and ‘fans’, shares his take on changing customer expectations and channel usage, the recipe for success in delivering personalised experiences across channels, working closely with the dealership network to deliver brilliant experiences, a peek into the future, and, of course, driving results on the back of his Ipsos Channel Performance Mystery Shopping programme; driving better impact.

Find out more about our latest Ipsos CX and Channel Performance thinking.

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 (JF), Global Chief Research Officer, Customer Experience, authors of our recently published Bridging the Brand Experience Gap paper. In this podcast Catherine and JF introduce Brand CX Forces, which enables organisations to bridge any gap that may exist between what a brand promises to deliver and how people interact with the brand through CX – allowing organisations to ensure their brand building and CX activities are working harmoniously to drive the critically important business goal of achieving and maintaining brand growth. Head here to read their paper, or watch the webinarmentioned.

Find out more about our latest Ipsos CX and Channel Performance thinking.

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 represents over 200 internationally renowned brands. Al Mulla Exchange was recently ranked 3rd in the entire Middle East and top in Kuwait, by Forbes magazine, as a Fintech, for its remittance and money transfer app.  Kuwait’s first remittance app, which enables customers to transfer money in Kuwait and abroad, has processed transactions valued at over $1 billion.  We cover a great deal in 30 minutes, including an overview of Kuwait of today, how the remittance business has transformed, the story behind the success of Al Mulla Group, and, of course, the role of  CX in that success, across physical and digital channels, including that leading app!

Find out more about our latest Ipsos CX and Channel Performance thinking

At the onset of COVID-19, grocers and big-box players implemented or expanded delivery and pickup services, to adapt to the pandemic environment, meet customers’ needs and grow meal spend. But winning space in consumers’ refrigerators and tables for meal occasions requires more than that …

This week, we are joined by Ipsos’ Jaime Tarud, who claims never to have missed an episode of Customer Perspective!  He’s a Director in our US Channel Performance team.  He co-authored, with Mike Murphy, a recent paper Grocers Face Renewed Competitive Challenge as Consumers Return to Old Habits, addressing the question of what will influence consumers to continue to spend their meal dollars with their grocery store in a post-pandemic world.

Episode 17 brings us to the end of Season 3. Thank you for joining us and hope you enjoyed listening. We’ll be back with Season 4 in September, and already have some amazing guests lined up. 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].

Find out more about our latest Ipsos CX and Channel Performance thinking.

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, of course, sitting at the very heart.   Inspired business foresight, brilliant product, super-strong partnerships with dealer networks, empowered dealers, bridging the gap between physical and digital, and the power of CX social all play a role … But those of you who know Jamie, won’t be surprised to learn that’ it’s Kia’s ‘double closed loop’ driving improved results that really warms his ‘CX geek heart’.  And, apparently, there’s even better to come.  Yes, we’ve invited David back to share.  Enjoy!

Find out more about our latest Ipsos CX and Channel Performance thinking.