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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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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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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.
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Leadership Connections 2017: HR driving business transformation
How is HR driving transformation? Download new research from Ipsos and Cirrus.
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Ipsos Encyclopedia - Customer Experience Management
Customer Experience Management is the practice of actively, consistently, and comprehensively managing the perceptions customers have of experiences relating to an organisation.
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Beyond Engagement
Download our brochure to learn about our portfolio, our approach and the 5 key questions that all HR Directors should know the answers to...
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Engaging Customers: Creating a virtuous circle
This report reflects what Ipsos Loyalty has heard during one-to-one conversations with the Ipsos Loyalty Council - around 30 senior leaders in customer management across a range of sectors.
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Achieving Transformational Leadership
According to recent media coverage, there is a 'crisis' in the public sector's leadership and management capability. Is this fair criticism or are all public sector organisations being 'tarred with the same brush?' In Ipsos's experience, it's not all bad news.