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Innovation & Knowledge : Customer Experience

Innovation & Knowledge

Customer Experience

Up close and personal: Humanising omnichannel

Humanising omnichannel means seamless customer journeys are just the start.
3 January 2022
Customer Experience

Bridging the Brand Experience Gap

How to align brand promise and customer experience for business success
23 September 2021

Customer Experience

Got30: An Ipsos vodcast

Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
21 June 2021
Customer Experience

Service with a smile?

Delivering customer experience in the face of mask wearing.
1 March 2021
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
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