Customer Experience

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.

Upcoming event in Singapore

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.

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.

Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains, how do you choose which customers or situations to prioritise?

Seven Steps to Success - Countless research studies show that brands which put the customer first and deliver a superior experience relative to their competition, achieve greater customer loyalty, higher profits and better returns for shareholders.

There is little in terms of how managing customers’ experience and expectations can deliver sustainable advantage.

Becoming a Truly Customer-Centric Organisation. The stakes for being customer-centric are as high as ever. Join us to learn best practices and lessons from leading experts across different sectors.