Series 7, Episode 13: CX Global Insights 2025: A sneak peek into Ipsos’ new global benchmark of Customer Experience.
On this episode, we are sharing the audio from our latest LinkedInLive presentation on CX Global Insights 2025: A sneak peek into Ipsos’ newglobal benchmark of Customer Experience. During our Live event, we explored key findings, such as the surprising “Onaverage, around the world, 70% of customers say they choose to use a brandbecause they know the experience will be good”, the impact of these surveyresults on your CX strategy, and the trends shaping the future of CX. We alsocovered topics such as the growing importance of emotional attachment, keydrivers of CX, personalisation, best and worst performing sectors. ◼ Host:Sara Pike,Head of CX, Ipsos in Singapore◼ Guests:Jean-FrancoisDamais, Global Chief Research Officer, IpsosFrancisco AgustínAcuña Bachmann, Head of CX, Ipsos in Latam The video presentation can be found by following this link! #CX#CustomerExperience#GlobalInsights#Benchmark#Performance#Business
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Series 7, Episode 12: Flying through turbulent times. Lessons from Air New Zealand and Ipsos’ Gold Award winning CX programme.
In this month's podcast, Helen is joined by Jeremy Todd, Head of Research & Insight at Air New Zealand, Trish Roberts, Experience Management Director, and Tom Magill, Associate Director of Ipsos New Zealand.This episode celebrates the success of the Air New Zealand CX programme, delivered by Ipsos with Medallia. At the 2024 Research Association Awards NZ, our exceptional Ipsos team won the 'Most Effective Agency' award among 10 nominations, winning in 7 awards. Alongside Air New Zealand, we jointly received the Gold Award. Tune in to learn about the award and discover the insights from our experience of how the teams collaborated to deliver an impactful CX programme. Air New Zealand, one of the nation's most loved brands, identified Customer Experience as the Number 1 driver of Corporate Reputation. The challenges brought on by COVID-19 grounded airlines, and when the world began to reopen, customer expectations rebounded to pre-COVID levels, while the airline was still rebuilding. Performance scores were not meeting the anticipated standards. The Ipsos team was commissioned to "look under the hood" of the programme at the wealth of data collected, to pinpoint exactly where the business needs to invest to meet and exceed expectations, ensuring the maintenance of their loyal customer base. Our Global data science and analytics team modelled the data to identify the key drivers of the experience and developed a simulator to demonstrate the Return on CX Investment (ROCXI) if changes were implemented. This shifted the research from a retrospective view to a forward-focused, fact-based programme that identified where Experience Design investments were required. Tune in to discover how the team designed an award-winning programme which tuned into stakeholders' needs to reorient the business around the customer once again.#ipsos #airnewzealand #cx #medallia #researchassociationNZ
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Season 7, Episode 11: Demystifying Mystery Shopping
This month, podcast host Danielle Doran is joined by Kendra Jones, Head of Client Success at Ipsos Channel Performance UK, and Andy Firth, Head of Advisory and Analytics Mystery Shopping at Ipsos Channel Performance UK, and Jean-Francois Damais, Global Chief Research office at Ipsos Customer Experience, who delve into the unique advantages of Mystery Shopping in assessing employee behaviours and internal processes, and how it complements Voice of the Customer (VoC) research as part of your Customer Experience measurement strategy.The podcast discusses the relevance and importance of Mystery Shopping in today's business landscape, particularly its role in enhancing customer experience. It highlights that Mystery Shopping, when used in conjunction with Voice of the Customer research, provides a comprehensive understanding of customer experience by evaluating both the emotional aspect and the effectiveness of operational processes. Kendra and Andy emphasize the need for businesses to align Mystery Shopping programmes with their specific goals, whether it's improving customer service, ensuring compliance, boosting product recommendations, or increasing sales conversion rates. They illustrate how Mystery Shopping provides valuable data that allows businesses to identify areas for improvement, enhance employee training, and ultimately, create a customer-centric culture that fosters loyalty and drives business growth.This podcast follows on from our thought-leadership release earlier this year ‘Demystifying Mystery Shopping’, which you can read here.
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Season 7, Episode 10: Shifting Gears - CX Transformation at Volkswagen Group UK
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Season 7, Episode 9: The Employee Customer Ripple Effect
Join us as we dive deep into the world of CX and Channel Performance with industry experts and practitioners. Each episode of Ipsos' Customer Perspective offers practical advice and insights for measuring, managing, and designing exceptional customer experiences. Whether you're in mystery shopping, channel optimisation, or passionate about understanding customer journeys, this podcast is your go-to resource for driving business success through customer-centricity. Subscribe now and elevate your game!
Questions/Comments: CustomerPerspective@Ipsos.com
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