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.
Three focus areas for driving growth.
Ipsos UK Research Highlights
How to align brand promise and customer experience for business success
Exploring the demand for more immersive experiences as we move into a more digital world.
With spending and digital credit on the rise, how can businesses create a great customer experience using flexible payment options while ensuring they aren’t putting more vulnerable customers at risk?
In this new Ipsos white paper, author Fiona Moss explores how organisations can determine the right CX KPIs to drive business performance.
Delivering customer experience in the face of mask wearing.
Delivering a Return on Customer Experience Investment: ROCXI.
In this new paper, our financial services and social intelligence experts explain the type of knowledge and research necessary to fully understand and anticipate the needs of newly vulnerable financial services customers, and how search engine data can support that.
A ‘state of the nation’ from CX professionals covering the effects of COVID-19 on the industry and perspectives for CX in 2021.
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.
How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19