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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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Three keys to unlock brand success: shaping EXPECTATIONS, integrating CONTEXT, acting with EMPATHY
Brands are no longer in control. In a dynamic world, people are. Brands can make powerful connections and bring more to their lives by actively shaping their expectations.
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The myths and realities of social intelligence and analytics
While social intelligence is a growing space, there are still plenty of misconceptions about what it is and how it works.
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CX Service Design: Creating emotional attachment and driving brand growth
Designing customer experiences that drive business success
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Top three priorities for customer experience in APAC for 2023
Customer experience (CX) is found to be gaining further ground on the corporate agenda, but there is still much work to do, and many opportunities that still lie ahead.
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Start with the end in mind: A three-step segmentation remedy
Segmentation has often faced criticism for lacking effectiveness, but by starting with the end in mind organisations can ensure success.
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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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Got30: An Ipsos vodcast
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
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Pictures speak louder than words: Towards a new understanding of brand choice
Using metaphor elicitation to gain a truer consumer-centric measure of influence.