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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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Video Mystery Shopping – Closer to real
Video research can get us closer to real, consumer-led insights. So, shouldn’t you put video at the centre of more of your mystery shopping?
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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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Reputation resilience in the age of ‘fake news’
As the transmission of misinformation is faster and easier than ever before, the push to tackle it has been imbued with a new sense urgency. But in the meantime, what can businesses do to mitigate the risk fake news poses?
Voice of the Customer
Listening to the Voice of your Customers (VoC). Creating a single source of customer truth.
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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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High hopes: Tips for ensuring successful text analytics
Text analytics is now an established component of many market research programmes. However, as its popularity has increased, so have expectations of what it can deliver. Here, Fiona Moss provides five ground rules to follow to ensure more success in using text analytics tools.
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What the Nike campaign tells us about the risks & rewards of taking a stand
Nike's advertising campaign featuring Colin Kaepernick – a man described by the New York Times as “perhaps the most divisive American athlete of his generation” – is one of the most contentious examples of corporate activism in recent memory. What lessons can corporate communicators draw from the company speaking out on a ‘hot button’ issue, and how does this affect corporate reputation?
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Customer Experience gaining importance in UK boardrooms
Ipsos’ Associate Director Juliette Albone examines what the UK’s leading business minds think about customer experience and its effect on brand.
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Impersonal service? Ensuring AI enhances rather than diminishes the customer experience
Artificial intelligence promises to revolutionise customers’ engagement with brands and organisations. But how do we realise the potential of AI to overturn the widespread perception that customer service is getting more automated and impersonal? Matthew Chatterton highlights five steps companies can take to ensure AI plays a positive role in delivering for customers.