The Experience Perspective: An Ipsos Podcast

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 across.  And check out his LinkedIn profile – this man has some interesting hobbies!  Nic describes himself as an Employee Experience Advocate and that’s where this podcast takes us – focusing on the importance of the employee in delivering brilliant CX.  Ask yourself, are you/your employees ready to answer Nic’s three non-negotiable questions: 1) who are you?; 2) what do you stand for – your purpose, values …?; 3) what battles do you choose to fight?

To learn about our Ipsos CX Global Voices research – 1,000+ CX professionals interviewed across 50+ markets – head to our on demand webinar: Webinar Recording | CX GLOBAL VOICES | Ipsos

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.

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, focusing on Banking & Financial Services. We cover a lot in 30 minutes, so get up to speed with an overview of Vietnam, how the insurance sector has grown and evolved, noting the transformative impact of Customer Experience.  As Mr Nam embarks upon his ‘gap year’, he shares some advice for leaders, including his success formula for growth, and how companies should leverage CX to differentiate and lead their industry – head to Coachagy.com for more.

To learn about our Ipsos CX Global Voices research – 1,000+ CX professionals interviewed across 50+ markets – head to our on demand webinar: Webinar Recording | CX GLOBAL VOICES | Ipsos

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.

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 business performance, with a specific focus on: the key ingredients of a good KPI; how organisations can validate their CX KPIs; linking KPIs and real-life business outcomes – ‘Delivering a Return on CX Investment (ROCXI)’; and how to drive action through the right diagnostics. It boils down to one central question: which commercial outcome matters most to your business and does your CX KPI reflect it?

Head here to read the other whitepapers mentioned: When Difference doesn’t mean Different: Understanding cultural bias in global CX programmes | Ipsos; Money talks or budget walks | Ipsos; The Forces of Customer Experience | Ipsos.

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.

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 operates – and the resultant rewards of focussing on CX, expectations of Samsung’s customers and how the organisation delivers on their brand promise – via the front line and back office – and how brand and experience come together.  Plus, there’s lots of discussion about the importance of a single view of the customer across channels – physical, digital and contact centre – and along the customer journey.  Of course, we cover how CV has evolved and what’s coming down the tracks.

Read more about a couple of points covered: When Difference doesn’t mean Different: Understanding cultural bias in global CX programmes | Ipsos and hot off the press: The Key To Your CX Success | Ipsos: Finding the right Customer Experience KPI for your business.

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.

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 he and his team deliver that ‘Decathlon Experience’.  Listen in to also hear about their customers’ changing needs, expectations and behaviours, and how they are supporting staff to deliver, whilst adapting to the ‘new normal’.  There’s much to be proud of at Decathlon in terms of their Corporate Social Responsibility (CSR) Initiatives, and sounds like they have a lot of fun along the way!

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 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 unfaltering commitment towards CX.  Stuart shares the thinking behind this and the business benefits they are deriving from such a focus.  He tells us how he puts his team to work – across CX, research and insight – including building a leading CX measurement ecosystem to drive decision-making.

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 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 for CX at HMRC.  If anyone can talk about the relationship between Employee, Customer and Brand Experience – and, of course, financial impact, it’s Andrew!  Listen in to also hear Andrew’s take on how CX has evolved, how to get it right, including at that point when ‘normal service’ resumes, and what’s next for the CX profession.   We discuss ROCXI (Return on CX Investment), of course!  Check out ‘Money Talk or Budget Walks’ for more information.

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 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 behind the organisation’s 30 years of employee growth, technology innovation and company success.  You won’t be surprised to learn that a relentless focus on Customer Experience plays a major role!  B2B CX-ers, we guarantee you will be quoting chunks from this podcast. For those who you who tuned into Matthias Kraus’ episode last week (Ep. 7), about what makes for great CX measurement and management, this week you’ll hear those factors brought to life.  Thanks Jennifer and Nicola – and happy anniversary!

We mention Ipsos’ B2B CX Sessions, our series of roundtable discussions with CX practitioners and experts who work in B2B.  Check out the latest reports.  If you’d like to hear more from Helen, head to Ep. 3 (Season 3) for her  ‘what, when and how’ of CX Service Design.

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 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, into ultra-marathons, and long-distance triathlons.  So when Matthias describes great CX as a marathon, not a sprint,  we reckon he knows what he’s talking about.  Join us to learn more about what makes for truly great CX measurement and management. And just when we thought he could not impress us more, turns out he’s a big Customer Perspective podcast fan.

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.

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 published Ipsos paper, ‘Take Mystery Shopping Results to the Next Level’: Mike Murphy, VP, Client Success in our US Channel Performance business.  Mike shares his take on those three factors, including that ‘last mile’ of turning data into a better experience for customers, and improved business results.

Read the paper here, 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.