Got30: An Ipsos vodcast

Got30 is a brief, to the point, vodcast series answering some of the questions we get asked about Customer Experience and Channel Performance. Listen in!

The author(s)
  • Kendra Jones Director, Channel Performance
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logoGot30 is a series of 30 second videos from our Customer Experience and Channel Performance teams, answering questions we frequently hear from you, our clients, as well as sharing information about our latest thought leadership. We feature Ipsos experts from around the globe, to help you address your key business questions. Whether you’re a Customer Experience practitioner, a leader of CX measurement and management programs, head up Mystery Shopping, and/or are responsible for high performing sales and service channels functions … these are for you.

If you'd like any more information about anything discussed in our vodcasts, or if you have a question you'd like to have answered, get in in touch with us: [email protected]

Season 2, Episode 10 – How has digital acceleration impacted the banking industry? Listen in as Ipsos Canada’s Alan Gates, a Customer Experience expert with a specialty focus on financial services, discusses the varied ways digital acceleration impacts across different industries.

Season 2, Episode 9Who are the stakeholders, and what are the goals of the program? Check out latest Got30 where Ipsos Canada’s Simon Leung shares his tips on when and how to report CX results to maximize impact for your internal audiences with his answer to the question: "How Often should I be Reporting CX Results?"

Season 2, Episode 8The latest Got30 features Stephane Sanchez, leader of our APAC team, answering the question "What is the role of CX Governance?".

Season 2, Episode 7Sarah Lehman, Vice President in the U.S. Channel Performance team, is an expert on measuring performance on the front line in the grocery industry. Listen to our latest episode to hear from her how measurement in this sector is changing, and how Channel Performance can help.

Season 2, Episode 6 – Joey Lam, Vice President for Channel Performance in Canada join us today to tell us how Channel Performance has helped clients in the telecom industry.

Season 2, Episode 5 – In our latest segment, Ray Kong, Client Partner for Ipsos in Canada, reminds us that as we emerge from the pandemic, a one size fits all – or designing experience for the average – is no longer a viable option. It’s time to rethink our target markets and customer experiences. Listen in.

Season 2, Episode 4 – The Banking and Financial services sector is one of the most highly regulated sectors around the world. We share detailed tips for how Channel Performance research methodologies has helped clients in the banking sector.

Season 2, Episode 3 – Listen in as our expert addresses one of the most important questions for any business – where to focus. With the proliferation of data available, it can be difficult to focus through the noise.

Season 2, Episode 2 – Check out our latest Got30 video for tips featuring some of the ways that retail clients have benefitted from these methodologies.

Season 2, Episode 1 – To kick off the new year, we have asked Ipsos leaders from around the world to share their thoughts on what they are looking forward to in 2022.

Season 1, Episode 14 – For the final installment of Got30 in 2021, we invited Ipsos leaders from around the world to answer the question "How would you summarize 2021?". The resulting video is a little longer than our usual vodcast, however we hope it inspires your strategies for 2022. Be on the lookout for perspectives from Canadian colleagues: Carla Flamer and Simon Leong.

Season 1, Episode 13 – In our next vodcast we hear more about how to embed CX in a meaningful way within your organization's activity: "How can we ensure our CX strategy remains relevant and agile to meet our customers liquid expectations in the most human-centered way possible?

Season 1, Episode 12 – Listen in as Jaime Tarud – Director for Mystery Shopping in the United States shares guidance on how grocery retailers can adapt as consumers return to old habits, with his response to the question: "How is retail changing for Grocers?” For more on this, check out or recent paper Grocers Face Renewed Competitive Challenge as Consumers Return to Old Habits.

Season 1, Episode 11 - The final installment in our series highlighting the connection between Brand and Customer Experience focuses on everyone's greatest concern, return on investment. Ipsos' Jean-Francois, Global Chief Research Officer for Customer Experience discusses the Ipsos Brand-CX Forces model with his answer to the question: "How to best allocate spend across acquisition and customer loyalty to maximize growth?

Season 1, Episode 10 – As we continue highlighting the connection between Brand and Customer Experience with experts from across the Ipsos network, our latest installment focuses on acquisition and retention strategies. Listen in for approaches businesses can take in our response to the question: "How to build targeted acquisition and retention strategies?

Season 1, Episode 9 – For the month of October, we’ll be highlighting the connection between Brand and Customer Experience with experts from across the Ipsos network. In our latest installment, we provide insight on how Brand and Customer Experience can work together, in response to the question: "How to best align and manage brand and CX activities so that they resonate and drive positive outcomes?” From Gillian Drewett – Global Head of Brand & Innovation for Brand Health Tracking. For more on this, check out our recent paper Bridging the Brand Experience Gap.

Season 1, Episode 8 – Listen in to hear Lesley Haibach share guidance on why emotions matter in customer experiences, with her response to the question: "What is the role of emotional connection in customer experience?”

Season 1, Episode 7 – In this installment we discuss how organizations can supplement internal metrics with Mystery Calling.

Season 1, Episode 6 – In this instalment, we hear more about how organizations can adapt their CX practice as we answer your question: Because of COVID-19 we need to review and reset targets - what should we be considering?

Season 1, Episode 5 – Learn more about "What is Channel Sizing and How Can It Benefit My Business?"

Season 1, Episode 4 - Listen in as Reena Roy, SVP Channel Performance in the U.S., shares insight on why brick and mortar stores aren’t the only place you can Mystery Shop, with her response to the question: "What is Digital Mystery Shopping?" 

Season 1, Episode 3 - Discover why it is important to be listening to customers: "Why should my organization have a VOC program, and what are the important things to consider?"

Season 1, Episode 2 - In our second vodcast episode, we explore "What is Size, Measure, Drive

Season 1, Episode 1 - Enjoy our first vodcast about "How businesses can create strong relationships with customers in these tumultuous times" 

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

The author(s)
  • Kendra Jones Director, Channel Performance

Customer experience