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Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
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Lead Saves: Convert ‘lost’ leads into revenue
Drive up sales conversion by understanding and converting customers you thought were ‘lost’.
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Envisioning the future of user experiences
Good UX practice can positively impact customer acquisition, retention, and engagement. Take a peek behind the curtain at the Ipsos approach to UX and how we ensure our clients deliver business results with great UX.
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CX Service Design: Creating emotional attachment and driving brand growth
Designing customer experiences that drive business success
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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?
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
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Bridging the Brand Experience Gap
How to align brand promise and customer experience for business success
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Staying close to your customers
Why customer experience still matters amid COVID-19 and social distancing.