Our ‘around the world Customer Perspective trip’ continues.  This week, we’re in South Africa with renowned CX experts, Nic Callegari and Ipsos’ very own Kendall Rynders.  As well as being a CX master, including 10 years at MultiChoice Group where he was Senior Manager for CX, and CX Design Lead at Nedbank, Nic’s had a stint in journalism and PR,  so knows how to put his point across.  And check out his LinkedIn profile – this man has some interesting hobbies!  Nic describes himself as an...

We are thrilled to welcome our first Ipsos Customer Perspective podcast guests from Vietnam, and what a first: meet Luu Ky Nam, who dedicated 25 years to the life insurance industry, with his latest role being Chief Strategy and Transformation Officer of AIA Vietnam (the largest independent publicly listed pan-Asian life insurance group); and Rakesh Dayal, of Ipsos Vietnam, our CX expert, focusing on Banking & Financial Services. We cover a lot in 30 minutes, so get up to speed with an...

Key Performance Indicators (KPIs) are central to customer experience measurement and management, serving to drive customer-focused action and improved business performance. This week, we are joined by Ipsos’ Fiona Moss, author of our latest CX whitepaper, The Key To Your CX Success. Fiona, Head of our Global CX Analytics team, explores how organisations can determine the right CX KPIs to drive business performance, with a specific focus on: the key ingredients of a good KPI; how organisations...

We are delighted to welcome Darren George of Samsung, along with our most loyal Customer Perspective Ipsos guest, Jamie Thorpe, Head of Experience Management.  We’re always glad to have Jamie back, as he brings with him such great guests! Darren packs an enormous amount into this week’s podcast, including, but not limited to, the role of CX at Samsung, renowned for the fast pace at which it operates – and the resultant rewards of focussing on CX, expectations of Samsung’s customers and how...

We are delighted to welcome Gergely Román, Digital Director at Decathlon, the largest sporting goods retailer in the world. Gergely is based in Budapest, as is our Ipsos guest, Annamária Földes, who leads our Customer Experience and Channel Performance business in Hungary. Of course, no CX discussion is complete these days without a focus on the omnichannel experience and Gergely tells us how he and his team deliver that ‘Decathlon Experience’.  Listen in to also hear about their customers’...

This week we are delighted to welcome Stuart Bluck, Senior Insight Manager at Whitbread.  Whitbread are hospitality experts, running some of the UK’s most-loved brands and operating over 800 hotels across the UK and Germany, as well as some of the nation’s favourite restaurant chains. In the face of major challenges to the sector over the past year, Whitbread has continued with an unfaltering commitment towards CX.  Stuart shares the thinking behind this and the business benefits they are...

This week we are delighted to welcome Andrew Stephenson of EQ, international specialists in payments and technology-led services, and our very own, Jamie Thorpe, Head of Experience Management (XM). Andrew specialises in developing customer focussed cultures in organisations.  He has a long history in retail leadership, plus his non-exec. roles include being an advisor to the board committee for CX at HMRC.  If anyone can talk about the relationship between Employee, Customer and Brand...

This week we are delighted to welcome Jennifer Deutsch, Chief Marketing Officer, and Nicola Buckley, Executive Vice President, of Park Place Technologies, and Helen Bywater-Smith, our Ipsos Global Head of CX Service Design. Park Place empowers businesses to improve operational speed and maximise uptime across their digital infrastructures.  Jennifer and Nicola talk to us about the secrets behind the organisation’s 30 years of employee growth, technology innovation and company success.  You...

This week we are joined by Matthias Kraus, who leads our Customer Experience business in Germany.  He joined Ipsos last year, and we were delighted that he did!  He brings with him incredible CX experience, from E.ON where he was VP Customer Insights and Experience, McKinsey, IBM … and just in case, in the words of Shania Twain, that don’t impress you much, he’s an endurance athlete, into ultra-marathons, and long-distance triathlons.  So when Matthias describes great CX as a marathon, not a...

How can companies best capitalise on the troves of mystery shopping performance management and strategic data they gather? Three overarching factors are critical. The first two are vital and well-understood by many companies, if not always realised. The third is what can truly elevate a programme, and separate a company from its competition. This week, we are joined by the author of a recently published Ipsos paper, ‘Take Mystery Shopping Results to the Next Level’: Mike Murphy, VP, Client...

Governments across the world have mandated a host of health and safety measures, including the wearing of face masks, to reduce the spread of COVID-19. Many of these regulations mean that customer experiences have fundamentally changed, putting customers and businesses into an unprecedented state of uncertainty. This week of 1st March, we are joined by authors of a new Ipsos whitepaper: ‘Service with a smile? Delivering customer experience in the face of mask wearing’: Jean-Francois Damais,...

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...

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...

This week of 1st February, we welcome Craig Bradley, Ipsos Global Head of Channel Performance. Craig takes us on a ‘whistle-stop tour’ of Channel Performance, describing how we: size channel opportunities and share; measure brand promises and execution, and drive compliance and sales conversion … to improve performance across all sales and service channels – physical, contact centre, and digital – and help deliver profitable growth​.  He updates us on how the business has evolved over the...

Esta semana que comienza el 25 de Enero estamos encantados de presentar a Patricia Gomez, Gerente de Clientes de Banco de Chile, quien junto con Carolina Smart líder de la práctica de Customer Experience en Argentina y Nicolás Fritis Líder Regional Latam de Customer Experience y Channel Performance conversan sobre como la experiencia de clientes viene evolucionando en la banca producto de la aceleración digital y las nuevas necesidades de los clientes. Patricia explica como el servicio ha...

*** This week's edition of Customer Perspective was recorded in Spanish. Customer Perspective will continue to provide you with new episodes in all languages moving forward. *** Esta semana que comienza el 14 de diciembre estamos encantados de presentar a Mariano Silveyra, Customer Analytics Senior Manager quien junto con Carolina Smart líder de la práctica de Customer Experience en Argentina y Nicolás Fritis Líder Regional Latam de Customer Experience y Channel Performance conversan sobre...

*** This week's edition of Customer Perspective was recorded in Spanish. Customer Perspective will continue to provide you with new episodes in all languages moving forward. *** Esta semana que comienza el 7 de diciembre estamos encantados de presentar a Ayleen Kenrick, Gerente de Insights, Clientes y Estrategia en Walmart Chile quien junto con Carolina Smart líder de la práctica de Customer Experience en Argentina y Nicolás Fritis Líder Regional Latam de Customer Experience y Channel...

Nicolas Fritis, Ipsos Head of Customer Experience and Channel Performance in Latin America, speaks about The Forces of CX, a human-centric framework that helps organisations better design and deliver customer experience, so that it drives true competitive advantage and a better Return on CX Investment (ROCXI). Building on the original Forces of CX framework, which launched earlier this year, Nico references new research conducted in seven Latin American markets: Argentina, Brazil, Chile,...

We are delighted to welcome Kate Fannin,  Executive Director, Retail Experience & Insights, North America Corporate Marketing, at Estée Lauder Companies, and from Ipsos in the US, Kristy Click, Ipsos Senior Client Officer and Reena Roy, Senior Vice President in our Ipsos Channel Performance business. Kate talks to us about creating fabulous immersive experiences for the beauty consumer – across channels, with a call out for phygital, the power of personalisation, evolving consumer and...

We are delighted to welcome Virginia Wigley, Manager Insights & CX Design at Trustpower, New Zealand, together with Lance Webb, who leads our Ipsos CX business in New Zealand.  Virginia shares Trustpower’s CX story – their goals, challenges, successes, and key learnings, especially relevant for those of you who are embarking on a new Voice of the Customer programme, or ‘refreshing’ your existing one to ensure it’s continuing to drive the right actions in these challenging times. Head to...

We are delighted to welcome Keith Gait, Customer Service Director at Stagecoach Bus, and CX Leader of the Year Top 25 Finalist 2020, along with Lorraine Rough, Director and CX Planner in our Ipsos MORI CX business in the UK.  Keith describes how he and his team at the UK’s biggest bus and coach operator are driving a shift in focus across the organisation – from bus-centric to passenger-centric, and achieving CX culture transformation at the front line.  Enjoy Keith’s story and practical...

We are delighted to welcome Sofía Suárez, Shopper & Category Leadership Senior Manager at Nestlé Mexico, along with Luis Brizuela, head of our Ipsos Channel Performance Mexico business.  Sofía describes the changing shopper behaviours she is seeing, how Nestlé is responding, in particular how her team have had to change the way they do business, and expectations of her partners.  Worth listening in for her take on future trends alone; she got it right two years ago! Head to...

We are delighted to welcome CCMA (UK Call Centre Management Association) CEO, Leigh Hopwood, to the guest chair.  Hear Leigh discussing all things contact centres, with Ipsos’ Andy Firth, self-proclaimed contact centre geek: shift to homeworking, switch to remote channels, accelerated digitisation, automation and self-service, the vital role of contact centres in delivering Customer Experience excellence, and more… To find out about CCMA: https://www.ccma.org.uk/ Head to...

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 response bias. We welcome Fiona Moss, Director in our Ipsos CX Global Analytics team, and Bharath (Vijay) Vijayendra, Head of Analytical Services in our US Ipsos CX business, to Customer Perspective.  They take us through their recently published paper,...

We are delighted to welcome John Walker, Head of Customer Insights at A.P. Moller – Maersk. Hear John interviewed by Jamie Thorpe, our Ipsos Head of XM in the UK. John speaks about the differences – and parallels – between B2B and B2C CX, shares his views on how CX is evolving and the ‘next challenges’ for CX professionals, as well as giving advice to those new to CX/wanting fresh thinking. Head to https://www.ipsos.com/en to find out more about Ipsos, or get in touch with us at...