Innovation & Knowledge

Customer Experience

Mind the gap: Why what a brand promises and what it delivers matter

What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
30 May 2019
Customer Experience

Financial Services in a Digital Age in South East Asia

Ipsos 2019 SEA Syndicated Research Series. The first of Ipsos SEA syndicated reports, Financial Services in a Digital Age caters to the rapid evolution that is taking place in the personal payment space across 6 South East Asian markets.
15 May 2019
Financial Services
Customer Experience

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.
25 March 2019
Customer Experience

Incorporating Observation into Research

View our on demand webinar covering the power of observation, how to observe in context with research, and steps to analyze and make meaning from visual data.
20 March 2019
Customer Experience

The third moment of truth: Why sustainable packaging became a corporate necessity

As environmental attitudes and consumer shopping habits change, packaging offers rewards for brands who demonstrate leadership on sustainability
29 January 2019
Consumer Goods
Customer Experience

The Behavioural Science of CPG: Disrupting the customer experience

One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
30 November 2018
Customer Experience

Mobile POS: Moving the Needle in Mobile Payments

Discover what our panel of experts - merchant acquirers, mobile payment systems, and merchants - have to say about the future of mobile point of sale payments.
21 August 2018
Customer Experience

Chinese International Travel Monitor 2018

This is the seventh edition of the Hotels.com™ Chinese International Travel Monitor (CITM), which takes a comprehensive look at the impact on global travel by mainland Chinese travelers.

7 August 2018
Travel, Tourism & Transport
Customer Experience

Mystery Shopping in the Luxury Industry

In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
23 July 2018
Luxury
Customer Experience

How Mystery Shopping Drives Better Automotive CX Performance

Changing Gear - What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from a mystery shopping programme?
19 July 2018
Automotive