Customer Experience

Measuring customer effort in itself is not enough. Organizations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.

Humanising omnichannel means seamless customer journeys are just the beginning.

Here, you can read our latest POV 'Optimising the eCommerce Experience' and find out how UX can solve barriers to online shopping.

Read our newest POV on how to align brand promise and customer experience for business success.

In this clip, our strong client Novozymes shares how Ipsos.Digital solutions have brought value to its business.

Read how Ipsos helped Telenor develop a new universe of ads and tested an ad campaign for a new product benefit using Creative|Spark and qualitative focus groups.

Since mask wearing is likely here to stay for some considerable time yet, how do organisations create meaningful ‘masked moments’ that encourage customers to return, spend and recommend - while also ensuring that customers and staff stay safe?

Our monthly round-up of Ipsos research and thinking reflects on the world one year on from Covid-19, looks forward to the world in 2025 and beyond, and presents new white papers on customer experience, product innovation and research methods.

Season 3 of our Customer Perspective podcast is out now. Here, you can hear about all things related to Customer Experience, and Channel Performance.