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Voice of the Customer

Ipsos | CX
Customer Experience Publication

Introducing Ipsos’ newly updated CX Maturity Assessment, and CX Roadmap

How mature is your organisation’s Customer Experience? And what do you need to do to get where you need to be?
Applying Lessons from CX Text Analytics to Generative AI | Ipsos
Customer Experience Publication

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
Staying close to your customers | Ipsos
Customer Experience Publication

Staying close to your customers

Why customer experience still matters amid COVID-19 and social distancing.
Target-Setting Analytics
Voice of the Customer Publication

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.
EFM Publication

Enterprise Feedback Management (EFM)

Customers across all categories now look for a personalised experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.