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Innovation & Knowledge

Customer Experience

The Forces of Customer Experience

The science of strong relationships in challenging times.
7 May 2020
Customer Experience

Staying close to your customers

Why customer experience still matters amid COVID-19 and social distancing.
9 April 2020

Features

Discover Ipsos Update

A selection of the latest research and thinking from Ipsos teams around the world.

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Economic Pulse of the World

Customer Experience

The Five Forces of Customer Experience – The science of strong relationships

In Ipsos’ latest CX-focused white paper based on ground-breaking research, Chief Research Officer, Jean-Francois Damais, reveals the five building blocks of an emotional customer-company connection and how they vary in importance by sector.
30 September 2019
Customer Experience

Mind the gap: Why what a brand promises and what it delivers matter

What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
31 May 2019
Customer Experience

Designing a better mystery shopping programme

A seven-step guide for organisations to derive more value from a better mystery shopping programme.
31 May 2019
Customer Experience

The third moment of truth: Why sustainable packaging became a corporate necessity

As environmental attitudes and consumer shopping habits change, packaging offers rewards for brands who demonstrate leadership on sustainability
29 January 2019
Consumer Goods
Customer Experience

The Behavioural Science of CPG: Disrupting the customer experience

One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
30 November 2018
Customer Experience

Four Ways Agile Research Will Evolve to Drive Innovation

In today’s fast-moving, shape-shifting world, it seems virtually every business, every marketer, and every researcher wants to be agile. But, what exactly does agility mean?
5 September 2018
Customer Experience

Mystery Shopping in the Luxury Industry

In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
23 July 2018
Customer Experience

How Mystery Shopping Drives Better Automotive CX Performance

Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?
19 July 2018
Automotive
Customer Experience

Customer Centricity: from Stance to Reality

More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.
17 July 2018
Customer Experience

When Difference Doesn’t Mean Different: Understanding Cultural Bias

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 bias.
13 July 2018