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United Kingdom

Innovation & Knowledge

Customer Experience

Service with a smile?

Delivering customer experience in the face of mask wearing.
1 March 2021
Customer Experience

Money talks or budget walks

Delivering a Return on Customer Experience Investment: ROCXI.
12 November 2020

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

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Customer Experience

Vulnerable Customers – What happens when the money runs out?

In this new paper, our financial services and social intelligence experts explain the type of knowledge and research necessary to fully understand and anticipate the needs of newly vulnerable financial services customers, and how search engine data can support that.
5 October 2020
Financial Services
Customer Experience

CX Voices 2020

A ‘state of the nation’ from CX professionals covering the effects of COVID-19 on the industry and perspectives for CX in 2021.
1 September 2020
Health
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.
28 August 2020
Customer Experience

2020: The year of the boiled frog

How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19
9 July 2020
Consumer Goods
Customer Experience

Customer needs in times of crisis

Lessons and challenges from the automotive industry.
3 June 2020
Automotive
Customer Experience

Organisational responses to COVID-19 based on the Forces of CX

The way organisations have responded to customers and employees has been a true sign of their culture and ability to adapt. These articles examine how some of the world’s biggest brands have acted in the months since the pandemic began, and how your brand’s consumer response can be on-point, based on the Ipsos Forces of CX: A human-centric framework to help organisations better design and deliver customer experience.
27 May 2020
Customer Experience

The Forces of CX: Enjoyment

Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
27 May 2020
Customer Experience

The Forces of CX: Belonging

Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
27 May 2020
Customer Experience

The Forces of CX: Status

Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
27 May 2020
Customer Experience

The Forces of CX: Control

Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
27 May 2020