Ipsos' Customer Perspective

Sep 25 2024 16

Ipsos' Customer Perspective is aimed at all of you who help your organisation deliver on its Brand Promise to customers and colleagues. So if you’re an Experience practitioner, lead CX measurement. management and design , head up Mystery Shopping, are all about understanding and measuring shoppers and channels, and their role in delivering business success … then this podcast is for you! Questions/Comments: [email protected] www.ipsos.com

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Season 7, Episode 3 Virtual Experience - Unlocking Retail Insights With Virtual Testing: Efficient And Effective Shopper Research

Jul 30 2024 31 mins

Season 7, Episode 2: Manulife - transforming the Customer Experience and redefining the role of insurance in customers' lives.

Jul 16 2024 34 mins

In this episode of Ipsos' Customer Perspective podcast, host Helen Bywater-Smith is joined by Zaheed Thawer, Director of Global Customer Centricity at leading insurance provider Manulife, and Vik Sood, EVP and Service Line Leader of CX Canada at Ipsos. Zaheed shares how Manulife is transforming the Customer Experience and redefining the role of insurance in customers' lives

Season 7, Episode 1: A masterclass in Event Design with Katrina Haby, CX Director of Customer Experience at Melbourne & Olympic Parks

Jun 27 2024 31 mins

We open the new season of Ipsos' Customer Perspective welcoming Katrina Haby, Director of Customer Experience at Melbourne & Olympic Parks - Australia's heart of sports and entertainment, along with Lance Webb, CX lead for Ipsos New Zealand and head of CX Advisory for Asia Pacific. Katrina and Lance join Helen Bywater-Smith, Ipsos' Global Head of Experience and one

Season 6: Episode 5 – Channel Performance: driving sales conversion

Jun 09 2023 28 mins

Ipsos’ Channel Performance teams partner with clients across the world to understand and measure channels and shoppers, to drive sales conversion. In our world of ‘convergent commerce’, they help improve performance across all sales and service channels – physical, contact centre, and digital – to deliver profitable growth. We’re joined by Craig Bradley, who leads Chan

Season 6: Episode 4 – Empowering B2B Intermediaries through Customer Experience

May 10 2023 17 mins

Many financial services businesses deploy external intermediaries in one form or another. These B2B (business to business) relationships are typically between the financial institution and external salespeople, advisors, agents, brokers, wholesalers and such like. In many cases, these businesses are then selling to other businesses, rather than the end consumer. Unfortunately, it c

Season 6: Episode 3 – Hear from Emma Dark, Director of Customer Service at Estée Lauder

Apr 27 2023 38 mins

We’re delighted to welcome Emma Dark, Director of Customer Service at Estée Lauder, along with one of our favourite podcast co-hosts, Jamie Thorpe, Head of Experience Management at Ipsos in the UK. Emma and her team have recently been crowned the Best Small Customer Contact Centre of the year, in the highly prestigious European Contact Centre and Customer Service Awards (ECCCSAs

Season 6: Episode 2 – The Morphing Store: bricks and mortar evolution in a convergent commerce world

Mar 23 2023 26 mins

In some of our Customer Perspective podcasts over the past year or so, you may have heard us talking about Convergent Commerce – the blurring of physical and digital commerce environments and touchpoints. In this episode, we’re continuing our Convergent Commerce journey, but from the angle of the bricks and mortar store. You’d be forgiven for thinking that with all the talk a

More Episodes

Ipsos' Customer Perspective

By Ipsos

Season 7, Episode 6: The Channel Performance Benchmark

Season 7, Episode 5 - The Experience Beyond The Product - Part 2 of 2

Season 7, Episode 4 - The Experience Beyond The Product - Part 1 of 2