Customer Experience

Ipsos New Zealand Managing Director, Carin Hercock, today announced the appointment of Amrutha Murthy as a Director leading Customer Experience for the market research company. 

Didier Truchot, Ipsos Chairman & CEO, is pleased to announce today the successful completion of an agreement to acquire the mystery shopping staff, shoppers, and clients of Market Pulse International.

How to evoke an emotional response to leave strong branded memories. While we all know the importance of first impressions, this report highlights the significance of a good last impression.

Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.

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.

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.

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.

Understand the dynamics involved along people’s journey, in order to optimise brand’s touchpoints strategy: what media for what function and when.