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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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Creating a sense of presence: The power of virtual and augmented reality
Exploring the demand for more immersive experiences as we move into a more digital world.
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Mystery Calling: Dialling up your contact centre performance
Discover how a well-designed mystery calling programme can drive loyalty and profits in this new Ipsos Views paper.
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Designing a better mystery shopping programme
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
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Customer Centricity: from Stance to Reality
More than ever, customers have a powerful influence on their relationship with brands. Their voice matters and they can have a strong impact on a brand’s behaviour.
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Chinese International Travel Monitor 2017
This is the sixth edition of the Hotels.com™ Chinese International Travel Monitor (CITM), which takes a comprehensive look at the impact on global travel by mainland Chinese travelers.
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Customer Experience as A Competitive Advantage
There is little in terms of how managing customers’ experience and expectations can deliver sustainable advantage.