Innovation & Knowledge : Customer Experience

Customer Experience

From products to experiences: Why Customer Experience matters in CPG

It's not new to suggest digitisation has changed the makeup of the retail industry and, in extension, how retail experiences are judged. However, the digital economy also presents new opportunities for consumer packaged goods manufacturers to bypass retailers entirely. Can the revolution in the CPG supply chain mean an evolution of customer experience?
4 September 2018
Consumer Goods
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.
6 July 2018
Luxury

Features

Discover Ipsos MORI Research Highlights

Our monthly round-up of the latest Ipsos research, analysis and insight from the UK and internationally

Ipsos MORI Research Highlights

See also:

Ipsos MORI Research Highlights
Understanding Society
The Reputation Council Report

Customer Experience

Changing gear: How mystery shopping drives a better automotive CX performance

What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from one? Jakub Hankovský explores the different options available to manufacturers, importers and dealerships, and how a well-executed campaign can fuel a better customer experience for customers and employees alike.
6 July 2018
Automotive
Customer Experience

When difference doesn’t mean different: Understanding cultural bias

Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
3 July 2018
Customer Experience

Get Fair or Fail: Why Fairness is Key to Business Success

Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains; how do you choose which customers or situations to prioritise?
29 January 2018
Customer Experience

Great Expectations: Are service expectations really rising?

Ipsos MORI has combined the findings from existing and new research to explore the link between customer satisfaction at a particular service interaction and the customer’s relationship with that brand.
22 November 2017
Customer Experience

The Millennial Influence - 2017

How Millennials of Asia will shape tomorrow's payments landscape.
8 May 2017
Financial Services
Customer Experience

EY EMEIA Fraud Report 2017

Senior managers are failing to set the right tone on business ethics finds EY's EMEIA Fraud Survey based on research by Ipsos MORI Loyalty.
7 April 2017
Financial Services
Customer Experience

Leadership Connections 2017: HR driving business transformation

How is HR driving transformation? Download new research from Ipsos MORI and Cirrus.
20 March 2017
Consumer Goods
Customer Experience

Industrial Capital Expenditure Survey 2017

Arcadis commissioned Ipsos MORI to conduct research with senior property executives to support a cross-sector, global exploration of capital planning and delivery in industrial manufacturing markets.
16 February 2017
Consumer Goods

From products to experiences: Why Customer Experience matters in CPG

Mystery shopping in the luxury industry

Features

Discover Ipsos MORI Research Highlights

Changing gear: How mystery shopping drives a better automotive CX performance

When difference doesn’t mean different: Understanding cultural bias

Get Fair or Fail: Why Fairness is Key to Business Success

Great Expectations: Are service expectations really rising?

The Millennial Influence - 2017

EY EMEIA Fraud Report 2017

Leadership Connections 2017: HR driving business transformation

Industrial Capital Expenditure Survey 2017