With Consumer Duty in full force firms will be expected to show they have embedded the outcomes of the Duty in their culture, presenting a challenge and an opportunity.
The second paper in our “Future of Insights” series presents new thinking about how insights can be a source of information that truly inspires business growth.
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
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.
In a world of social distancing and heightened health concern, it is critical that brands deliver an experience which takes responsibility for the wellbeing of their customers and employees. Delivering a standout customer experience during the crisis will inform consumer behaviour throughout – and perhaps long after – the outbreak. Here is how Ipsos can help.
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.
