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Captains of CX Industry: Four Things Your CEO Is Thinking and What You Can Do about It
Helen Wilson, MD of Ipsos Loyalty, discusses our annual "Captains of Industry" survey and reflects on what today's business leaders think about customer experience in their own organisations.
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85 per cent of business leaders do not rate their organisations highly at delivering high quality customer service
According to "Captains of Industry", an annual survey of more than 100 of the most senior figures in top UK companies, 85% of business leaders do not rate their organisations highly in terms of consistently delivering high quality customer service.
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The Future of Money
Who will win the fight for customer wallets? The banking landscape is shifting as never before, says Hugh Good in the Financial Services Forum.
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Are your customers working too hard?
A new report from Ipsos Loyalty investigating the role Customer Effort plays on customers' satisfaction with complaints handling and on broader outcomes such as advocacy and loyalty
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Path to Purchase
Understand the dynamics involved along people’s journey, in order to optimise brand’s touchpoints strategy: what media for what function and when.
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Beyond the bubble - housing and the public
Ben Marshall blogs for Chartered Institute of Housing as they celebrate their centenary year.
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Over half of customers think they are working harder than companies to fix problems
Jean-François Damais reveals an Ipsos study which found that, all too often, customers believe they are putting in more effort than companies to get things resolved following a negative complaint or incident.
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Leadership Connections 2016, HR and the C-suite driving innovation
How can HR help the C-suite drive innovation? Download new research from Ipsos and Cirrus examining the HR contribution to the C-suite agenda.
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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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Ipsos Encyclopedia - Big Data
"Big Data" is a very broad term, used often - and for a variety of different purposes.