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Navigating Through Turbulence
The golden rule of reputation? It’s never built in isolation—context is everything, and it’s more turbulent than ever.
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Using Mystery Shopping to proactively measure staff engagement with Consumer Duty
Why Mystery Shopping is a key element of the research toolkit to assess customer interactions and drive improvements.
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Decoding the European Mobile Wallet Evolution
The prevalence of Mobile Wallets has risen exponentially over the last two years, stemming from the rapid growth of smart-phones, technological advancements in payment acceptance, government initiatives to support a more cashless society and consumer desire for convenience and speed.
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Building Stronger Stakeholder Relationships Through Consumer-Centric Culture
A positive reputation can unlock value across a business’ external stakeholder relationships. Whether engaging policymakers and regulators, consumers, the media, or wider business partners, meeting the Consumer Duty will be a key requirement for businesses to build and maintain positive sentiment among these stakeholder groups.
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3 key learnings on luxury and sustainability
Discover 3 key learnings from our latest luxury roundtable hosted by Ipsos' Channel Performance and Customer Experience experts
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Will it be all change for general insurance this year?
Jamie Talmage considers what impact changes to how home and motor insurance are priced this year will have on customer behaviour.
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2020: The year of the boiled frog
How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19
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Organisational responses to COVID-19 based on the Forces of CX
The way organisations have responded to customers and employees has been a true sign of their culture and ability to adapt. These articles examine how some of the world’s biggest brands have acted in the months since the pandemic began, and how your brand’s consumer response can be on-point, based on the Ipsos Forces of CX: A human-centric framework to help organisations better design and deliver customer experience.
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The Future of Mobility - Autonomous, electric and shared
Our new paper explores the latest consumer thinking around the three main mobility trends, their impact on the automotive industry, and what this means for the future.
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Mind the gap: Why what a brand promises and what it delivers matter
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.