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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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A Year in Review - 2021
What did we learn about public attitudes and behaviours? What did our research tell us about the events of the year? And how did our outlook shift?
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Navigating the increasingly fragmented world of emerging channels and shoppable touchpoints
This paper explores some of the emerging channels where convergent commerce is evident, their impacts on shopper journeys and touchpoint use, and what it means for brands.
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What's going on? Racial equality and financial access
Social inequality and financial access are intrinsically tied. In this article, Alpa Shah explains what financial service providers can do to level the playing field.
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The Key To Your CX Success
In this new Ipsos white paper, author Fiona Moss explores how organisations can determine the right CX KPIs to drive business performance.
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Customer Perspective: An Ipsos podcast
Customer Perspective is a weekly Ipsos podcast exploring the latest research and insights into all things Customer Experience, Mystery Shopping and Channel Performance.
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Ipsos Update - December 2020
The final edition of Ipsos Update of 2020 includes research and analysis on key topics including health, sustainability, gender equality and retail. We also look at public opinion on international security and the reputation of different countries around the world.
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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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Signals #7: Understanding the coronavirus crisis
This seventh edition of our Signals digest brings together Ipsos’ latest research on coronavirus from our teams around the world.