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The Experience Perspective
The Experience Perspective is an Ipsos podcast and LinkedIn Live series covering everything from Customer and Employee Experience to Channel Performance.
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Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
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Designing a ‘Smarter’ Mystery Shopping Programme
Seven steps to building a successful mystery shopping programme and increasing return on investment.
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Using AI to improve Customer Experience in the consumer beauty sector
Machine learning and social data are great help for brands to spot unmet consumer needs and boost customer experience.
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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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.
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Black Friday 2020: Time to breathe new life into the long-standing retail event
Black Friday 2020 will be like no other. It could make or break retailers’ years. It could mark the death knell of Black Friday itself.
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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.
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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?
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Designing a ‘Smarter’ Mystery Shopping Program
Seven Steps to Success - Countless research studies show that brands which put the customer first and deliver a superior experience relative to their competition, achieve greater customer loyalty, higher profits and better returns for shareholders.