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Applying Lessons from CX Text Analytics to Generative AI
Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models
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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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Ipsos Update - July 2019
July’s edition of Ipsos Update presents our latest research and white papers on topics including refugees and human rights, online security and trust in the media, Out of Home advertising and subscription services.
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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.
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Ipsos Update – January 2018
Happy New Year! Welcome to the first 2018 edition of Ipsos Update – our monthly selection of research and thinking from Ipsos teams around the world.