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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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Monitoring business performance during – and after – social distancing
In a world of social distancing and heightened health concern, it is critical that brands deliver an experience which takes responsibility for the wellbeing of their customers and employees. Delivering a standout customer experience during the crisis will inform consumer behaviour throughout – and perhaps long after – the outbreak. Here is how Ipsos can help.
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How to adapt your VoC programme during COVID-19
Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.
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Staying close to your customers amid COVID-19 pandemic
Why customer experience still matters amid COVID-19 and social distancing.
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CX Council – Structuring the Unstructured
Following the CX Council on the 20 November at The Dorchester, you can now access the slides from the event.
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Customer Experience and information – a terminal issue?
Tim Voigtländer recounts his experience as a customer of a low-cost airline when something went wrong - what lessons can companies learn from his customer experience?
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A Recipe for My Finances: How banks can better cater for new savers
In a world with more online sources for pasta sauces than ISAs and mortgages, why haven’t financial institutions got their online presence for fledgling savers organised? Nina Gaber examines the ingredients financial services could add to their current offerings.
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Customer Experience is Everyone’s Business
Customer expectations are higher than ever before, so why aren't more UK businesses taking the role of delivering an exceptional Customer Experience seriously?
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From products to experiences: Why Customer Experience matters in CPG
It's not new to suggest digitisation has changed the makeup of the retail industry and, in extension, how retail experiences are judged. However, the digital economy also presents new opportunities for consumer packaged goods manufacturers to bypass retailers entirely. Can the revolution in the CPG supply chain mean an evolution of customer experience?