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Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
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The future luxury customer
This roundtable discussion was hosted by Ipsos Channel Performance and Customer Experience.
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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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How inflation affects customer experience expectations
Neglecting to deliver differentiated, impactful customer experiences that show customers how much you value is a major risk. Here’s why.
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Driving compliance at the frontline
This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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Harnessing the Power of Data
The third paper in our “Future of Insights” series explores how organisations are evolving to harness the power of data and technology for better insights.
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Bridging the Brand Experience Gap
How to align brand promise and customer experience for business success
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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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Making the most of our regrets
What we can we learn from regrets? For the market researcher, regret is an important construct that can enhance our understanding of decision-making and consumer behaviour.
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Harnessing the Power of Emotions in Customer Experiences
There is a state of flux or even anguish in the business world today - because no ‘new normal’ exists as brands, their call centres and online channels are all struggling to cope with the high traffic & new level of expectations from consumers.