The Experience Perspective: An Ipsos Podcast

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

We are delighted to welcome John Walker, Head of Customer Insights at A.P. Moller – Maersk. Hear John interviewed by Jamie Thorpe, our Ipsos Head of XM in the UK. John speaks about the differences – and parallels – between B2B and B2C CX, shares his views on how CX is evolving and the ‘next challenges’ for CX professionals, as well as giving advice to those new to CX/wanting fresh thinking.

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 #XM #B2B #B2C #Customer

We welcome Jean-Francois (JF) Damais, our Ipsos CX Chief Research Officer, back to the hot seat. Last week we heard Matt Cahill from McDonald’s talk about the importance of defining the end business goal and the power of analytics in making a case for CX improvements. JF builds on that, by taking us through the practical steps involved in financial linkage modelling to ‘unlock’ resources and prioritise spend, and shares examples of the specific types of business questions that can be answered by such ROCXI analytics.

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

We’re back with Season 2 and are delighted to open with Matt Cahill, Senior Director, Consumer Insights Activation at McDonald's. Hear from Matt as he shares how McDonald’s is responding to today’s and tomorrow’s challenges, the role of research in making business decisions, achieving best in class CX, and how to drive desired customer behaviours.

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

Enjoy Season 2 – we have some great episodes lined up!

Hear from Darren Burgess, Deputy MD of our Ipsos UK Mystery Shopping – Channel Performance business, as he speaks about the power of Mystery Shopping in evaluating and improving the performance of the digital channel, as well as the practical considerations when setting up such a programme.

We’ll be back with Season 2 of Customer Perspective, our Ipsos Customer Experience and Channel Performance podcast, in September.  In the meantime, head to Ipsos.com to find out more about Ipsos, or get in touch with us at [email protected].

Hope you enjoyed Season 1 – and do come back for Season 2!

Episode 14: Talking CX Tech – This week of July 13th, we invited Sven Heine, Ipsos CX Global COO, and Dan Zuckerman, VP in our US CX business, to talk ‘CX Tech’.  Hear from Sven and Dan about their take on CX technology – its role in CX measurement and management programmes, factors to take into account when choosing, and where it’s heading.

Episode 14: Talking CX Tech – This week of July 13th, we invited Sven Heine, Ipsos CX Global COO, and Dan Zuckerman, VP in our US CX business, to talk ‘CX Tech’.  Hear from Sven and Dan about their take on CX technology – its role in CX measurement and management programmes, factors to take into account when choosing, and where it’s heading.