This week of 8th February, we welcome Helen Bywater-Smith, Ipsos Global Head of CX Service Design.  Helen gives us the ‘what, when and how’ of CX Service Design, including her take on what makes for great experiences to drive that business impact – increased retention, share of spend, advocacy and operational efficiency, leading to a Return on CX Investment: ROCXI. Of course, Customer Perspective wouldn’t be complete without those all-important real-life case stories to bring the subject to life.  And thanks for your reading recommendations, Helen – ghosts and memorable moments covered! Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.