Got30: An Ipsos vodcast

Got30 is a series of 30 second videos from our Customer Experience and Channel Performance teams, answering questions we frequently hear from you, our clients, as well as sharing information about our latest thought leadership. We feature Ipsos experts from around the globe, to help you address your key business questions. Whether you’re a Customer Experience practitioner, a leader of CX measurement and management programmes, head up Mystery Shopping, and/or are responsible for high performing sales and service channels functions … these are for you.

If you'd like any more information about anything discussed in our vodcasts, or if you have a question you'd like to have answered, get in in touch with us: [email protected]

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How has digital acceleration impacted the banking industry?

The latest Got30 comes from Alan Gates who works in our Customer Experience team in Canada, with a specialty focus on financial services. Digital acceleration is everywhere, but its impact is felt in different ways across industries. Alan shares his thoughts on the question "How has digital acceleration impacted the banking industry?".

How Often should I be Reporting CX Results?

Who are the stakeholders, and what are the goals of the programme? Check out latest Got30 where Simon Leung shares his tips on when and how to report CX results to maximise impact for your internal audiences with his answer to the question: "How Often should I be Reporting CX Results?"

Want to learn more? Reach out by emailing [email protected]

What is the role of CX governance?

The latest Got30 features Stephane Sanchez, leader of our APAC team, answering the question "What is the role of CX Governance?". Want to learn more? Reach out by emailing [email protected]

How has Channel Performance Measurement changed for the Grocery Sector?

Sarah Lehman, Vice President in the US Channel Performance team, is an expert on measuring performance on the front line in the grocery industry. Listen to our latest Got30 episode to hear from her how measurement in this sector is changing, and how Channel Performance can help.

How has Channel Performance helped Telecom clients?

Our latest Got30 takes a closer look at the Telecom industry with Joey Lam, Vice President for Channel Performance in Canada. How has Channel Performance helped the Telecom industry? Have a listen to hear just some of the ways, and email [email protected] to learn about more.

What is the #1 thing marketers should be paying attention to right now?

Our latest instalment of Got30 digs into today's business climate as we emerge from the pandemic. Ray Kong, Client Partner for Ipsos in Canada answers the question "What is the #1 thing marketers should be paying attention to right now?"

How has Channel Performance helped banking clients?

Our latest instalment of Got30 focuses in on the Banking and Financial services sector, one of the most highly regulated sectors around the world. Paolo Bortoli, Service Line Leader for Channel Performance in Italy answers the question "How has Channel Performance helped banking clients?" 

How can we use CX Analytics to focus on what matters most?

Our latest Got30 addresses one of the most important questions for any business -- where to focus. With the proliferation of data available, it can be difficult to focus through the noise. Ipsos' Fiona Moss addresses this in her response to the question "How can we use CX Analytics to focus on what matters most?".

How has Channel Performance measurement helped the Retail sector? 

Check out our latest Got30 video featuring Darren Burgess from our UK team, as he speaks to some of the ways that retail clients have benefitted from these methodologies. Want to learn more? Check out our recent paper Channel Performance Management or email [email protected]

Happy New Year 2022!

To kick off Got30 for the new year, we have asked Ipsos leaders from around the world to share their thoughts on what they are looking forward to in 2022. We want to hear from you about what you're looking forward to, and what questions you would like to see answered - email [email protected] to get involved.

How would you summarise 2021?

For the final instalment of Got 30 in 2021, we invited Ipsos leaders from around the world to answer the question "How would you summarise 2021?". The resulting video is a little longer than our usual vodcast, however we hope it inspires you in your reflections on 2021 with your own teams. Share your summary of 2021 with us by emailing [email protected]

How can we ensure our CX strategy remains relevant and agile to meet our customers liquid expectations in the most human-centered way possible?

In our next instalment of Got30, Amrutha discusses how to embed CX in a meaningful way within your organisation's activity, with her response to the question: "How can we ensure our CX strategy remains relevant and agile to meet our customers liquid expectations in the most human-centered way possible?” From Amrutha Murthy – Managing Director for Customer Experience and Channel Performance in Australia and New Zealand. Want to learn more? Email [email protected]

How is retail changing for Grocers?

In our next instalment of GOT30, Jamie shares guidance on how grocery retailers can adapt as consumers return to old habits, with his response to the question: "How is retail changing for Grocers?” From Jaime Tarud – Director for Mystery Shopping in the United States. For more on this, check out or recent paper Grocers Face Renewed Competitive Challenge as Consumers Return to Old Habits.

How to best allocate spend across acquisition and customer loyalty to maximise growth?

The final video in our series highlighting the connection between Brand and Customer Experience focuses on everyone's greatest concern, return on investment. Ipsos' Jean-Francois, Global Chief Research Officer for Customer Experience discusses the Ipsos Brand-CX Forces model with his answer to the question: "How to best allocate spend across acquisition and customer loyalty to maximize growth?” From Jean-Francois Damais –Global Chief Research Officer for Customer Experience. For more on this, check out our recent paper Bridging the Brand Experience Gap.

How to build targeted acquisition and retention strategies?

As we continue highlighting the connection between Brand and Customer Experience with experts from across the Ipsos network, our latest instalment we focus on acquisition and retention strategies. Catherine sheds light on approaches businesses can take with her response to the question: "How to build targeted acquisition and retention strategies?” From Catherine Burton – Equity Lead for Brand Health Tracking. For more on this, check out our recent paper Bridging the Brand Experience Gap.

How to best align and manage brand and CX activities so that they resonate and drive positive outcomes?

For the month of October, Got30 will be highlighting the connection between Brand and Customer Experience with experts from across the Ipsos network. In our latest instalment, Gillian provides insight on how Brand and Customer Experience can work together, with her response to the question: "How to best align and manage brand and CX activities so that they resonate and drive positive outcomes?” From Gillian Drewett – Global Head of Brand & Innovation for Ipsos Brand Health Tracking. For more on this, check out our recent paper Bridging the Brand Experience Gap.

What is the role of emotional connection in customer experience?

In our next instalment of Got30, Lesley shares guidance on why emotions matter in customer experiences, with her response to the question: "What is the role of emotional connection in customer experience?” From Lesley Haibach  – Executive Vice President for Customer Experience in Canada.

Why should my organisation do Mystery Calling?

In our seventh instalment of Got30, Andy provides insight into how organisations can supplement internal metrics, with his response to the question: "Why should my organisation do Mystery Calling?" From Andy Firth – Deputy Managing Director for Mystery Shopping in the UK. For more on this, check out Andy’s paper Mystery Calling: Dialing Up Your Contact Centre Performance.

Because of Covid-19 we need to review and reset targets- what should we be considering?

In our sixth instalment of Got30, Lee shares her thoughts on how organizations can adapt their CX practice, with her response to the question: "Because of  Covid-19 we need to review and reset targets- what should we be considering?" From Lee Catlin  – Director for Customer Experience in Australia.

What is Channel Sizing and How Can It Benefit My Business?

In our fifth instalment of Got30, Fulya shares insight into one of our Channel Performance focuses, with her response to the question: "What is Channel Sizing and How Can It Benefit My Business?" From Fulya Guctas – Global Service Line Leader for Channel Performance in Turkey.

What is Digital Mystery Shopping?

In our fourth instalment of Got30, Reena shares insight on why brick and mortar stores aren’t the only place you can Mystery Shop, with her response to the question: "What is Digital Mystery Shopping?" From Reena Roy – Senior Vice President, Channel Performance in the US.

Why should my organisation have a VOC programme, and what are the important things to consider?

In our third instalment of Got30, we discuss why it is important to be listening to customers: "Why should my organization have a VOC program, and what are the important things to consider?"

What is Size, Measure, Drive?

Enjoy our second vodcast, as Craig shares insight into Ipsos’ approach to Channel Performance, with his response to the question: "What is Size, Measure, Drive?" From Craig Bradley - Global Service Line Lead for Channel Performance

How can my business create strong relationships with customers in these tumultuous times?

Enjoy our first vodcast, as Helen shares her response to a question that is relevant for all: "How can my business create strong relationships with customers in these tumultuous times?" From Helen Bywater Smith - Global Head of CX Service Design

 

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