Search
-
Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
-
Erina Wong - Service Line Lead - Customer Experience, Ipsos in Hong Kong
Erina has 10+ years of market research experience, specializing in brand tracking, customer experience and employee experience studies. She excels in leading quantitative programs across diverse sectors, especially in the financial and hospitality industries.
-
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
-
The Morphing Store: bricks and mortar evolution in a convergent commerce world
What are the imperatives for survival and success of the physical store in a shifting commerce environment?
-
Navigating the changing dynamic of e-commerce and DTC relationships
We explore the changing dynamic for e-commerce and direct-to-consumer relationships, and offer tips for building and growing e-commerce brands.
-
A Year in Review - 2021
What did we learn about public attitudes and behaviours? What did our research tell us about the events of the year? And how did our outlook shift?
-
Navigating the increasingly fragmented world of emerging channels and shoppable touchpoints
This paper explores some of the emerging channels where convergent commerce is evident, their impacts on shopper journeys and touchpoint use, and what it means for brands.