Customer Perspective S3: An Ipsos podcast

Customer Perspective is a weekly podcast aimed at all of you who are concerned, in some way, with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of sales and service channels, or functions, and their role in delivering customer success … this podcast is for you!

Below you will find a small outline of a few of the episodes available. 

Welcome to Season 3

Season 3: Episode 4 – Jo Causon, CEO of The Institute of Customer Service talks about ‘Customer Experience driving business performance’.

Together with Jamie Thorpe from Ipsos, the pair covers a whole range of subjects related to customer experience such as:

• The power of CX in delivering financial return
• What it takes to create and execute great experiences
• CX vs. brand promise
• Going beyond meeting functional needs to create emotional attachment
• Post lockdown and what’s next for CX.

A genuinely fascinating conversation around the topics that matter to anyone with a passing interest in the CX space. You can also find out more about Customer Experience at Ipsos, and read about our latest thinking.

Season 3: Episode 3 – CX Service Design: Designing customer experiences to drive business impact.

Helen Bywater-Smith, Ipsos Global Head of CX Service Design, provides the ‘what, when and how’ of CX Service Design. This includes her take on what makes for great experiences to drive that business impact:

• Increased retention
• Share of spend
• Advocacy
• Operational efficiency leading to a Return on CX Investment: ROCXI.

Of course, Customer Perspective wouldn’t be complete without the real-life case stories to bring the subject to life. 

Find out more about Customer Experience, and read about our latest thinking.

Subscribe to our podcast series today: iTunes • Spotify • SoundCloud • Anchor and check out the overview of episodes where you will find more on the subject that interests you. 

If you’d like any more information about anything discussed on this podcast or if you’d like to have a question answered, contact [email protected]