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CX Global Insights 2025: Unlocking the Future of Customer Experience
Elevate Your CX Strategy with Data-Driven Insights
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Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
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Applying Lessons from CX Text Analytics to Generative AI
Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models
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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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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.