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Introducing Ipsos’ newly updated CX Maturity Assessment and CX Roadmap – now including CX Maturity Benchmark
How mature is your organisation’s Customer Experience? Want to know how your organisation measures up?
And what you need to do to get where you need to be? -
Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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Creating a sense of presence: The power of virtual and augmented reality
Exploring the demand for more immersive experiences as we move into a more digital world.
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New Brand-Building Direction for Insurance Industry
In face of this fast-information-spreading world and fast development of different channels, insurance companies should make more effort to build distinctive brand image in a comprehensive way. To strengthen delivered brand image, insurance companies should pay more attention to the moment that customers interact with insurance companies.
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Are Your Customers Working Too Hard? The Australian Perspective
Australian companies expect their customers to do too much to resolve bad experiences. Customers four times more likely to stop doing business with a company after negative experience.
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Millennials and Baby Boomers: Like Two Peas in a Pod?
Millennials and Boomers: how similar or different do you think their spending habits, financial priorities, and travel destinations are?
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Smarter Closed Loop Feedback
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.