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From Survey to Success: DHL's Customer Experience Transformation
DHL Supply Chain UKI’s Customer Experience Management programme has evolved from a simple survey into a cultural success story.
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When difference doesn’t mean different: Understanding cultural bias
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.
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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 Forces of CX: Certainty
Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
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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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EY EMEIA Fraud Report 2017
Senior managers are failing to set the right tone on business ethics finds EY's EMEIA Fraud Survey based on research by Ipsos Loyalty.