Innovation & Knowledge

Customer Experience

The Forces of Customer Experience

The science of strong relationships in challenging times.
7 May 2020
Customer Experience

Staying close to your customers

Why customer experience still matters amid COVID-19 and social distancing.
9 April 2020

Features

Discover Ipsos Update

A selection of the latest research and thinking from Ipsos teams around the world.

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Economic Pulse of the World

Customer Experience

The Behavioral science of CPG. Disrupting the customer experience.

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.
24 October 2019
Customer Experience

Mind the gap: Why what a brand promises and what it delivers matter

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.
31 May 2019
Customer Experience

Designing a better mystery shopping programme

A seven-step guide for organisations to derive more value from a better mystery shopping programme.
31 May 2019
Customer Experience

The Behavioural Science of CPG: Disrupting the customer experience

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.
30 November 2018
Customer Experience

This is how you achieve success with Mystery Shopping

Published in Adformatie on 18 august 2018.
17 October 2018
Customer Experience

Blind spots in Mystery Shopping research

Published in Adformatie on 21 September 2018.
17 October 2018
Customer Experience

Mystery Shopping is not a mystery: this is how you use it effectively

Published in Adformatie on 28 September 2018.
17 October 2018
Customer Experience

Mystery shopping vital ingredient in customer experience strategy

Customer experience is of great importance in any industry. This is arguably most evident in the high-end spectrum of the market where affluent consumers literally spend billions. In this whitepaper three customer experience experts explain what challenges retailers face and what high street retailers can learn from the luxury industry.
27 July 2018
Customer Experience

Mystery Shopping in the Luxury Industry

In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
23 July 2018
Customer Experience

How Mystery Shopping Drives Better Automotive CX Performance

Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?
19 July 2018