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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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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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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.
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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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Leadership Connections, HR and the C-suite
New research from Ipsos Loyalty and Cirrus highlights the challenges C-suite leaders face post-recession to build a long-term, sustainable future for their businesses and the role HR departments play in helping them achieve this.