The Experience Perspective: An Ipsos Podcast

Governments across the world have mandated a host of health and safety measures, including the wearing of face masks, to reduce the spread of COVID-19. Many of these regulations mean that customer experiences have fundamentally changed, putting customers and businesses into an unprecedented state of uncertainty. This week of 1st March, we are joined by authors of a new Ipsos whitepaper: ‘Service with a smile? Delivering customer experience in the face of mask wearing’: Jean-Francois Damais, Manuel Garcia-Garcia and Fiona Moss.  In this paper,  the Ipsos team investigates the extent to which wearing face masks impacts our ability to foster human rapport and build strong relationships, and provides guidance for organisations charged with designing and delivering positive customer experiences within these constraints. With mask wearing likely here to stay, and for some considerable time yet, how do organisations create meaningful ‘masked moments’ that encourage customers to return, spend and recommend, while also ensuring that customers and staff stay safe?

Read the paper here, and click here for other recent CX thinking. Find out more about Customer Experience at Ipsos.

This week of 15th February, we are delighted to welcome Jo Causon, CEO of The Institute of Customer Service, along with Jamie Thorpe, our Ipsos MORI Head of Experience Management. Their conversation covers a whole host of subjects dear to our CX heart, among them: the power of CX in delivering financial return, what it takes to deliver great experiences, delivering on your brand promise, going beyond meeting functional needs to create emotional attachment, closing the loop, the digital and human angle, what happens post lockdown, and what’s next for CX. A genuinely fascinating conversation around the topics that matter to anyone with even a passing interest in the CX space, let alone to those of us who are passionate about Customer Experience!

Read a recent paper co-authored by Jamie: Money talks or budget walks – Delivering a Return on Customer Experience Investment: ROCXI. Find out more about Customer Experience at Ipsos, and read about our latest thinking.

This week of 8th February, we welcome Helen Bywater-Smith, Ipsos Global Head of CX Service Design.  Helen gives us the ‘what, when and how’ of CX Service Design, including her take on what makes for great experiences to drive that business impact – increased retention, share of spend, advocacy and operational efficiency, leading to a Return on CX Investment: ROCXI. Of course, Customer Perspective wouldn’t be complete without those all-important real-life case stories to bring the subject to life.  And thanks for your reading recommendations, Helen – ghosts and memorable moments covered!

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 of 1st February, we welcome Craig Bradley, Ipsos Global Head of Channel Performance. Craig takes us on a ‘whistle-stop tour’ of Channel Performance, describing how we: size channel opportunities and share; measure brand promises and execution, and drive compliance and sales conversion … to improve performance across all sales and service channels – physical, contact centre, and digital – and help deliver profitable growth​.  He updates us on how the business has evolved over the past year, and plans going forward, as we address our clients’ changing business questions.  Get to know Craig, as he shares his passions, including reducing single-use plastic, and driving gender equality #betterbalanceforbetterbusiness.  Of course, we’re always up for podcast recommendations (his favourites – just behind Customer Perspective, of course).

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

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