Customer Experience

Understand the dynamics involved along people’s journey, in order to optimise brand’s touchpoints strategy: what media for what function and when.

Using the analysis and synthesis of social data to enhance and complement our primary research. We live in a digital world where mobile technology allows us to spend more and more time on social media.

As the lines between media, advertising and technology blur, marketers, content creators and consumers are changing. “The people born in 1990s are now buying cars!”

Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.

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.

Not long ago, it seemed impossible to think that the reputational turbulence experienced by the banks of late could be matched by any other sector. However, Volkswagen’s recent mea culpa is just one of the latest in a series of blows for the automotive industry and, for many, a potential tipping point in terms of trust.

Join Ipsos at the first Future of Research event of 2015, where Virgin Trains and Experian will be sharing some of the exciting ways they have channelled customer insight to drive transformational change.