Customer Relationship

In this new Ipsos white paper, author Fiona Moss explores how organisations can determine the right CX KPIs to drive business performance.

Delivering customer experience in the face of mask wearing.

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.

The science of strong relationships in challenging times.

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.

Why customer experience still matters amid COVID-19 and social distancing.

Following our Packaging Perfection webinar you can now access the slides and recording of the presentation.

Tim Voigtländer recounts his experience as a customer of a low-cost airline when something went wrong - what lessons can companies learn from his customer experience?

Customer expectations are higher than ever before, so why aren't more UK businesses taking the role of delivering an exceptional Customer Experience seriously?