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

Ethnography: an Unfiltered View of Reality

Ethnography is a research method made for investigating cultural practices, rituals, consumer behaviour, routines and social norms. It helps our clients identify previously unseen opportunities through looking at people’s worlds in a new way, through putting behaviour at the heart of our investigation.
11 June 2018
Customer Experience

The Essential Steps for Building and Maintaining a Best-in-Class Customer Experience Culture

There’s no doubt that CX is a big business and it’s getting bigger. Some estimates put the measurement and implementation of CX programmes at $11 billion globally by 2020.
5 March 2017
Customer Experience

Seven Ways to Embed Your Enterprise Feedback Management Programme to Drive Sales

Let’s cut to the chase: a truly successful enterprise feedback management programme (EFM) is designed with the corporate strategy central to the programme and has links to seven key functions of an organisation, starting with the C-Suite.
22 February 2017
Customer Experience

Emotional Attachment and Profitable Customer Relationships

Getting Sticky - Brand managers want emotionally attached customers!
7 February 2017
Customer Experience

Drive Your Results With Target-Setting Analytics

This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.
2 February 2017
Customer Experience

Great Expectations - Are Service Expectations Really Rising?

Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
14 December 2016
Customer Experience

Ipsos Encyclopedia - Customer Experience Measurement

A system designed to measure the quality of the experiences and interactions that customers have with a brand or service across all touch points, and to drive customer centric action plans within organisations.
3 June 2016