Customer Experience

How to align brand promise and customer experience for business success

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.

Why customer experience still matters amid COVID-19 and social distancing.

What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.

A seven-step guide for organisations to derive more value from a better mystery shopping programme.

Ipsos in UAE organized a client conference "Driving Impact in a Changing World", at the Grand Hyatt in Dubai, bringing together over 200 clients from different sectors.

Virtual Reality (VR) technology has been around for at least a decade and you could say it’s clearly gone from sci-fi to sci-fact. However, it’s still seen as a new technology and has not hit mass adoption; so what has gone wrong?

Three case studies from Ipsos House showcase the opportunities for investigating human responses, motivations and behaviour offered by the research facility.

One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.