Customer Experience

Delivering customer experience in the face of mask wearing.

Delivering a Return on Customer Experience Investment: ROCXI.

The changes due to Covid around the world have disturbed people’s routines, changing the way consumers think about brands, meaning that we need to understand, adapt and anticipate.

This month’s round-up of research and analysis from Ipsos around the world includes the latest insights on the impacts of coronavirus and how we can plan for the future, customer experience – including the emerging health and safety agenda, attitudes to work, the second world war, and public opinion from New Zealand and Australia.

The science of strong relationships in challenging times.

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

Discover how a well-designed mystery calling programme can drive loyalty and profits in this new Ipsos Views paper.

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.

The first Ipsos Update of 2019 highlights recent reports on people’s (mis)perceptions of reality, global security and food. It also features new white papers on trust in media, human curation in an AI world and how technology is disrupting the customer experience.