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.
Monitoring business performance during – and after – social distancing
In a world of social distancing and heightened health concern, it is critical that brands deliver an experience which takes responsibility for the wellbeing of their customers and employees. Delivering a standout customer experience during the crisis will inform consumer behaviour throughout – and perhaps long after – the outbreak. Here is how Ipsos can help.
How to adapt your VoC programme during COVID-19
Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.