Customer Experience Management is the practice of actively, consistently, and comprehensively managing the perceptions customers have of experiences relating to an organisation.
Ipsos Point Of View:
Customer Experience Management, executed effectively and efficiently, is a powerful source of sustainable competitive differentiation and long-term financial success. While most leaders recognise the importance of Customer Experience Management, these same leaders often allow functional silos within their organisations to deliver disconnected, misaligned, and counterproductive experiences from the customer perspective. Implementing holistic customer experience management utilising the proven Engagement, Insight, Action, Embedment framework fights the tendency towards functional silo orientation and optimises the employee, customer, value chain to maximise results for all stakeholders.
- The Practice of Management by Peter Drucker (1954)
- Wallet Allocation Rule: Winning the Battle for Share by Alexander J. Buoye, Lerzan Aksoy, Luke Williams, and Timothy Keiningham (2015) NB Ipsos authored
- Putting the Service Profit Chain to Work by James L. Heskett, Thomas O. Jones, Gary W. Loveman,. W. Earl Sasser, Jr., and Leonard A. Schlesinger (1994, Harvard Business Review)
- The Customer Experience Professionals Association: www.cxpa.org
The Forces of Customer Experience [Webinar recording]
Do you truly understand the Forces that are at play in your customers’ minds? This new webinar accompanies our brand new CX whitepaper, 'The Forces of Customer Experience: The science of strong relationships in challenging times'. Hear from the author of the paper and Ipsos' CX Chief Research Officer, Jean-Francois Damais,
[WEBINAR] Innovation through the consumer lens
November 12 - Even established financial brands are at risk of losing influence and market share as innovative new entrants begin to inspire and occupy the attention of consumers. So, what is it that is appealing to consumers, and why aren’t we listening to them more?