This week of 15th February, we are delighted to welcome Jo Causon, CEO of The Institute of Customer Service, along with Jamie Thorpe, our Ipsos MORI Head of Experience Management. Their conversation covers a whole host of subjects dear to our CX heart, among them: the power of CX in delivering financial return, what it takes to deliver great experiences, delivering on your brand promise, going beyond meeting functional needs to create emotional attachment, closing the loop, the digital and human angle, what happens post lockdown, and what’s next for CX. A genuinely fascinating conversation around the topics that matter to anyone with even a passing interest in the CX space, let alone to those of us who are passionate about Customer Experience! Read a recent paper co-authored by Jamie: Money talks or budget walks – Delivering a Return on Customer Experience Investment: ROCXI. Find out more about Customer Experience at Ipsos, and read about our latest thinking.