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Choosing the right CX platform
In this webinar and eBook Book, our CX experts bring together their shared expertise in choosing the right CX platform.
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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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: Enjoyment
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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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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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?
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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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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.