Customer Perspective is a weekly podcast aimed at all of you who are concerned, in some way, with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of sales and service channels, or functions, and their role in delivering customer success … then this podcast is for you.
Welcome to Season 2
If you’d like any more information about anything discussed on this podcast or if you’d like to have a question answered, contact CustomerPerspective@Ipsos.com
Season 2: Episode 8 – Hear from Virginia Wigley, Manager Insights & CX Design at Trustpower, New Zealand. This week of 2nd November, we are delighted to welcome Virginia Wigley, Manager Insights & CX Design at Trustpower, New Zealand, together with Lance Webb, who leads our Ipsos CX business in New Zealand. Virginia shares Trustpower’s CX story – their goals, challenges, successes, and key learnings, especially relevant for those of you who are embarking on a new Voice of the Customer programme, or ‘refreshing’ your existing one to ensure it’s continuing to drive the right actions in these challenging times.
Read more about the steps involved in strengthening customer relationships, and how they can help to ensure brands develop along with customers throughout this crisis, in this recently published Ipsos Views paper.
Season 2: Episode 7 – Hear from Keith Gait, Customer Service Director at Stagecoach Bus. This week of 26th October, we are delighted to welcome Keith Gait, Customer Service Director at Stagecoach Bus, and CX Leader of the Year Top 25 Finalist 2020, along with Lorraine Rough, Director and CX Planner in our Ipsos MORI CX business in the UK. Keith describes how he and his team at the UK’s biggest bus and coach operator are driving a shift in focus across the organisation – from bus-centric to passenger-centric, and achieving CX culture transformation at the front line. Enjoy Keith’s story and practical tips!
Season 2: Episode 6 - Hear from Sofía Suárez, Shopper & Category Leadership Senior Manager at Nestlé Mexico. This week of 19th October, we are delighted to welcome Sofía Suárez, Shopper & Category Leadership Senior Manager at Nestlé Mexico, along with Luis Brizuela, head of our Ipsos Channel Performance Mexico business. Sofía describes the changing shopper behaviours she is seeing, how Nestlé is responding, in particular how her team have had to change the way they do business, and expectations of her partners. Worth listening in for her take on future trends alone; she got it right two years ago!
Season 2: Episode 5 - Hear from Leigh Hopwood, CEO of CCMA, talking all things Contact Centres. This week of 12th October, we are delighted to welcome CCMA (UK Call Centre Management Association) CEO, Leigh Hopwood, to the guest chair. Hear Leigh discussing all things contact centres, with Ipsos’ Andy Firth, self-proclaimed contact centre geek: shift to homeworking, switch to remote channels, accelerated digitisation, automation and self-service, the vital role of contact centres in delivering Customer Experience excellence, and more …
Discover how a well-designed mystery calling programme to evaluate contact centre can drive loyalty and profits, in this recently published Ipsos Views paper.
Season 2: Episode 4 - When Difference doesn’t mean Different: Understanding cultural bias in global CX programmes. Running global Customer Experience studies provides both better value for money than individual country studies, and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural response bias.
This week of 5th October, we welcome Fiona Moss, Director in our Ipsos CX Global Analytics team, and Bharath (Vijay) Vijayendra, Head of Analytical Services in our US Ipsos CX business, to Customer Perspective. They take us through their recently published paper, explaining the impact of cultural bias on response – and what to do about it, to ensure the right actions are taken.
Season 2: Episode 3 - Hear from John Walker, Head of Customer Insights at Maersk. This week of September 28th, we are delighted to welcome John Walker, Head of Customer Insights at A.P. Moller – Maersk. Hear John interviewed by Jamie Thorpe, our Ipsos Head of XM in the UK. John speaks about the differences – and parallels – between B2B and B2C CX, shares his views on how CX is evolving and the ‘next challenges’ for CX professionals, as well as giving advice to those new to CX/wanting fresh thinking.
To learn more about what makes for a great B2B relationship, and to get some advice on best practice B2B CX measurement and management, listen to Season 1, Episode 12 (link below).
Season 2: Episode 2 - Delivering a Return on CX Investment (ROCXI) – the practical steps involved in financial linkage modelling. This week of September 21st, we welcome Jean-Francois (JF) Damais, our Ipsos CX Chief Research Officer, back to the hot seat. Last week we heard Matt Cahill from McDonald’s talk about the importance of defining the end business goal and the power of analytics in making a case for CX improvements. JF builds on that, by taking us through the practical steps involved in financial linkage modelling to ‘unlock’ resources and prioritise spend, and shares examples of the specific types of business questions that can be answered by such ROCXI analytics.
Find out more about Customer Experience at Ipsos, and read about our latest thinking. If you enjoyed listening to JF so much that you want to hear more, then head to Season 1: Episode 4, where JF speaks about CX Forces – our CX ‘framework’ that captures the true building blocks of relationship strength.
Season 2: Episode 1 – Hear from Matt Cahill, Senior Director, Consumer Insights Activation at McDonald's. This week of September 14th, we are delighted to launch Season 2, with Matt in the guest chair.
Hear from Matt as he shares how McDonald’s is responding to today’s and tomorrow’s challenges, the role of research in making business decisions, achieving best in class CX, and how to drive desired customer behaviours.
Reena Roy, Senior Vice President in our US Channel Performance business enjoyed her guest appearance in Season 1: Episode 13 so much, that she came back as co-host for our opener, inviting Matt to join her. Never fear, Trevor Clarke will be back soon!
Find out about Ipsos’ Consumer Health & Safety Index, as mentioned in the podcast.
Episode 15: Mystery Shopping the Digital Channel – This week of July 20th, hear from Darren Burgess, Deputy MD of our Ipsos UK Mystery Shopping – Channel Performance business, as he speaks about the power of Mystery Shopping in evaluating and improving the performance of the digital channel, as well as the practical considerations when setting up such a programme.
Episode 15 brings us to the end of Season 1. Thank you for joining us and hope you enjoyed listening. We’ll be back with Season 2 in September. We look forward to talking you again, then. In the meantime if you have any guest/content suggestions, do get in touch with us at CustomerPerspective@Ipsos.com.
Episode 14: Talking CX Tech - This week of July 13th, we invited Sven Heine, Ipsos CX Global COO, and Dan Zuckerman, VP in our US CX business, to talk ‘CX Tech’. Hear from Sven and Dan about their take on CX technology – its role in CX measurement and management programmes, factors to take into account when choosing the right platform for your business, and where it’s heading.
Episode 13: Taking Mystery Shopping to the Next Level - This week we’re joined by Reena Roy, Vice President in our Ipsos US Channel Performance business. Hear from Reena as she talks about taking Mystery Shopping to ‘the next level’; using Mystery Shopping to address strategic as well as tactical decision-making needs, better design, better execution, and better impact, as well as the range of approaches being employed to meet clients’ needs across a range of sectors, including high-end luxury.
Episode 12: Best Practice B2B CX Measurement and Management - This week of June 29th, we’ve invited business to business (B2B) CX expert, Matthew Chatterton, to join us. He heads up B2B CX in the UK and has worked in this space for many years. Listen in to hear his views on what makes for a truly great B2B relationship, and, of course, to get some advice on best practice CX measurement and management.
Find out more about Customer Experience at Ipsos, and read about our latest thinking. Matthew mentions the Forces of Customer Experience – the science of strong relationships, which you can read about here.
Episode 11: Demystifying Behavioural Science - This week of the 22nd June, hear from two of our Ipsos’ behavioural science experts - Colin Strong, our global lead, and Tamara Ansons, who heads up the discipline in the UK. Expect a wide-ranging discussion as we get to grips with: what behavioural science actually is; when to ‘bring it to the table’, how; and the role it can play in influencing service design and customer behaviours.
Find out more about Global Science Organisation at Ipsos.
Episode 10: Latest From APAC - This week of the 15th, we’re joined by Stephane Sanchez who leads our APAC' Customer Experience and Channel Performance business, from Singapore. We ask him about some of the challenges his clients are facing and, of course, how they’re addressing them, as well as getting his take on the role of Mystery Shopping and Voice of the Customer (VoC) programmes in the wider CX measurement ecosystem.
Episode 9: From Our CX Experts in the UK, Canada, and Hong Kong – This week of 8th, hear from CX experts - Jamie Thorpe (UK), Lesley Haibach (Canada) and Richard Korn (Hong Kong) - as they talk about the business questions they’re being asked by clients in their markets and, of course, how they’re addressing them.
Episode 8: A View From The Top - This week of 1st June, Helen Wilson and Trevor Clarke, invite Ralf Ganzenmueller, Ipsos Chairman of Customer Experience and Channel Performance, and the CEO of DACH (Germany, Austria, Switzerland), to sit in the podcast hotseat. Ralf takes ‘a look around the corner’ as to where the world might be, what that might mean for our clients, and, indeed, for Ipsos, in our role as partners.
Episode 7: Reopen with confidence: Ensuring customers feel safe – This week of 25th May, our hosts, Helen Wilson and Trevor Clarke, welcome Nicholas Mercurio, Executive Vice President and leader of Ipsos, Channel Performance in US, to the hot seat. As we reopen the economy, brands must take steps to ensure consumers feel safe. Listen in to learn which health & safety policies build consumer confidence.
Click here if you would like to find out more about ‘The Consumer Health & Safety Index’ mentioned by Nick. We are rolling out the Index to markets across the globe, so please do get in touch with your local Ipsos' Channel Performance contact, or Tony.Smith@Ipsos.com, for further information.
Episode 6: Customer Journey Mapping - This week of 18th May, our hosts, Helen Wilson and Trevor Clarke, are delighted to welcome Helen Bywater-Smith, an Ipsos expert in journey mapping and CX service design.
Join us to learn more about customer journey mapping and the impact this can have on organisations. If you would like to find out more about ‘The Forces of Customer Experience’, as mentioned by Helen in our podcast, do join our webinar on 26th May - register here.
Learn more about Customer Experience at Ipsos.
Episode 5 - Welcome to Customer Perspective, recorded week of 11th May, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, invited three colleagues from our Retail/Channel Performance business at Ipsos, Peter Luff, Tim Denison, and Anna Hatfield Shaw, to join them.
Our retail experts discuss the impact of the pandemic on retail traffic and consumer behaviours, how retailers are starting to come out ‘the other side’, and the challenges they are needing to address, in particular relating to measuring and managing occupancy levels to help comply with government social distancing guidelines, and keep employees and customers safe.
Episode 4 - Welcome to Customer Perspective, recorded week of 4th May, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, invited Jean-Francois (JF) Damais, our CX Chief Research Officer, to ‘sit in the hot seat’.
JF’s speaking about CX Forces – our CX ‘framework’ that captures the true building blocks of relationship strength, to help organisations bring their CX strategy to the next level. In light of the COVID-19 crisis, understanding how the hierarchy of needs is changing is obviously crucial, so this is another ‘must-listen’ episode.
Learn more about The Forces of CX – The science of strong relationships in challenging times and find out more about Customer Experience at Ipsos.
Episode 3 - Welcome to Customer Perspective, recorded week of April 27th, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, welcome Nicolas Fritis, who heads up Customer Experience and Channel Performance, Ipsos in LATAM.
We quiz Nico about the best practice measures being taken by organisations around the globe, to adapt to this new environment, to provide support, care and protection to customers, to do the right thing by employees and, indeed, to do the right thing by the world at large.
Episode 2 - Welcome to Customer Perspective, recorded week of April 20th, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, welcome Ipsos colleagues, Craig Bradley, Global Service Line Leader of Channel Performance, Ipsos and Becky Harris, Head of Channel Performance, Ipsos in Canada.
This week we’re getting to grips with Channel Performance – what this means and how we go about measuring it, including via Mystery Shopping. We take a look at some of the changes we’re seeing in this time of coronavirus and more generally, and what this might mean going forward.
Episode 1 - Welcome to our first episode of Customer Perspective, recorded week of April 13th, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, welcome Ben Llewellyn, Global Service Line Leader of Customer Experience, Ipsos.
At Ipsos, we’re being asked for help in addressing clients’ questions about the disruption that coronavirus is having on society, on their business and customers, and its impact on their CX programmes – on measurement and management. We’re kicking off the first of our podcasts with the aim of addressing some of those tough questions we’re hearing from our clients around the world about their CX programmes, in particular.
Learn more about why Customer Experience still matters amid coronavirus and social distancing and find out more about Customer Experience at Ipsos