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Applying Lessons from CX Text Analytics to Generative AI
Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models
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Luxury and convergent commerce
Ipsos brought together experts from various industries representing the Luxury sector for a guided closed-door discussion
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CX Voices 2020
A ‘state of the nation’ from CX professionals covering the effects of COVID-19 on the industry and perspectives for CX in 2021.
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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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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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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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Great Expectations: Are service expectations really rising?
Ipsos has combined the findings from existing and new research to explore the link between customer satisfaction at a particular service interaction and the customer’s relationship with that brand.
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Healing the Pain
A report from Ipsos Loyalty exploring how more intelligent case management and closed loop systems can maximize ROI and reduce customer complaints and churn