Ipsos' Customer Perspective podcast

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The Menendez Brothers | Five-Year Plan | 1 43:56

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On August 20th, 1989, Lyle and Erik Menendez shot and killed their own parents. Until then, this Beverly Hills family had been a portrait of the American Dream. How did it go so wrong? To listen to all four episodes of 'The Menendez Brothers' right now and ad-free, go to IntoHistory.com . Subscribers enjoy uninterrupted listening, early releases, bonus content and more, only available at IntoHistory.com . If you or someone you know is in crisis, there is free help available at mhanational.org Learn more about your ad choices. Visit megaphone.fm/adchoices…

Ipsos' Customer Perspective

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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 www.ipsos.com

77 episoder

#Business #Marketing #Ipsos

Ipsos' Customer Perspective

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77 episoder

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Season 7, Episode 11: Demystifying Mystery Shopping 25:18

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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 36:04

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Season 7, Episode 9: The Employee Customer Ripple Effect 29:41

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Season 7, Episode 8: Building Brands with Soul: A CMOs Journey to Humanising Growth and Lasting Impact 41:45

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Season 7, Episode 7 - From Bean to Cup: The Starbucks Vietnam Journey! 33:26

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Season 7, Episode 6: The Channel Performance Benchmark 14:06

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In this episode, join Danielle Doran as she chats with Erika Terblenche and Andy Firth about the Channel Performance Benchmark. Erika and Andy give us everything we need to know about the Benchmark; what it is, why it was created, the channel and sectors it covers, and how clients can put it to work to uncover hidden insights that leads to improved business and channel performance in our onmichannel world. As the largest Mystery Shopping agency in the world, we know the importance of data, data and more data. But knowing what to do with it and how to put it to work is rarely optimised. Erika shares with us how Benchmark data and additional sales data can be used in tandem to achieve greater insight which can have a huge effect on the bottom line through effective mystery shopping programmes. Get ready to uncover how the Channel Performance Benchmark is the competitive advantage your clients need to compare their performance against competitors and wider industry standards, identify performance gaps, uncover best practices, set realistic goals, and make informed strategic decisions. What to learn more about the Channel Performance Benchmark? Head to Ipsos.com . There you can also find previous episodes of this podcast, for more thought leadership on Channel Performance and CX !…

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Season 7, Episode 4 - The Experience Beyond The Product - Part 1 of 2 35:29

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Season 7, Episode 5 - The Experience Beyond The Product - Part 2 of 2 27:06

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Season 7, Episode 3 Virtual Experience - Unlocking Retail Insights With Virtual Testing: Efficient And Effective Shopper Research 31:01

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Season 7, Episode 2: Manulife - transforming the Customer Experience and redefining the role of insurance in customers' lives. 34:46

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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. Through innovative products, digital engagement, and human-centred design, Manulife is building deep, emotional connections that go far beyond the typical transactional relationship that most people associate with insurance. By harnessing technologies like gamification and leveraging partnerships that enable proactive health management, Manulife is interacting with customers dozens of times per month rather than just once or twice per year. This allows them to better understand and meet customers' evolving needs and expectations across different life stages and cultural contexts. We discuss the critical importance of empathy, both for customers dealing with challenging life events and for the frontline employees who engage with them. By equipping and supporting employees with the right mindset, capabilities, and wellbeing resources, insurers can drive better customer and business outcomes. If you're interested in learning how a customer-obsessed culture, creative use of digital tools, and human touch can breathe new life into a traditional industry, this is a must-listen episode. Check out our latest Customer Perspective LinkedIn Live event - The Experience Beyond The Product , and more of our CX and Channel Performance thought leadership.…

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Season 7, Episode 1: A masterclass in Event Design with Katrina Haby, CX Director of Customer Experience at Melbourne & Olympic Parks 31:19

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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 of the new hosts of Ipsos' Customer Perspective, to discuss how to design Customer Experiences in the events space. In this episode, we delve into the power of belonging and inclusivity, exploring how Melbourne & Olympic Parks design events that cater to diverse audiences, and leave a lasting impact. We also discuss the power of immersive customer journeys, the importance of drawing inspiration from unexpected places, and the enduring power of personalized human connection. Tune in to discover actionable insights and practical tips that you can apply to elevate customer experiences in any industry. We finish with a new book club feature - where our guests recommend their favourite books to elevate your experiences.…

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Season 6: Episode 5 – Channel Performance: driving sales conversion 28:14

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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 Channel Performance, and Stuart Wood , product leader for ‘Shopper’. At the start of 2023, Ipsos’ Shopper Insights and Virtual Testing teams joined our Channel Performance business. Virtual Testing offers simulated physical and digital retail environments to measure shopper decision making, and test different activation scenarios. Craig and Stuart tell us why these businesses came together, focusing on the benefits for clients, the business challenges addressed and, of course, the impact of so doing – with plenty of example cases. They delve into each aspect of Channel Performance: Channel Sizing, including Retail Census, Retail Audit and Illicit Trade Assessment, to inform channel entry and growth strategy; Execution Measurement to ensure compliance; Mystery Shopping with the end goal of driving the right customer behaviours; as well as Shopper Insights, with a behavioural science lens, to optimise marketing ROI; and Virtual Testing to win at the point of purchase. Craig and Stuart give a shout out to best practice organisations and share their predictions for the future. Check out Ipsos’ latest Channel Performance , CX and omnichannel/convergent commerce thinking.…

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Season 6: Episode 4 – Empowering B2B Intermediaries through Customer Experience 17:51

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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 can be easy to overlook people who don’t work directly for your firm, because you may not ‘see’ or have regular contact with them. However, as an extension of your firm, they represent your brand, products, and services. More importantly, their success has a significant impact on the success of your firm during challenging economic times. Mary DeBisschop and Jeff Repace , Senior Vice Presidents in our Ipsos US Customer Experience team, have recently published a paper called ‘ Why empowering intermediaries can help financial services companies in a challenging economy ’. They join us on our Customer Perspective podcast to talk about helping businesses understand what it takes to maintain successful B2B relationships with their intermediaries. And if you’d like to hear more from Mary and Jeff, sign-up for their upcoming webinar on 7th June: [WEBINAR] Empowering B2B Intermediaries through Customer Experience | Ipsos . Ipsos’ latest CX and Channel Performance thinking may be found via these links.…

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Season 6: Episode 3 – Hear from Emma Dark, Director of Customer Service at Estée Lauder 38:52

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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) . Our own Helen Wilson , CX and Channel Performance CXO and Customer Perspective host, is the ECCCSAs’ Chair of Judges, and she certainly knows a great gold winner when she sees one! Emma takes us on her career journey, with signs of success evident early on; at just 17 years old, she opened her first store as a manager. She moved up the customer service ladder in leading global brands and start-ups, but with CX and EX always at the heart of her roles. As such, she’s exceptionally well-placed to share her take on some of our top topics including the role of Customer Experience measurement and management in CPG organisations, the importance of embedding ESG in experience, challenges when operating in our convergent commerce world, and, of course, delivering that Return on CX Investment (ROCXI). If you’re new to CX or looking to improve your CX focus, be sure to listen to Emma’s guidance on the three CX ‘must dos’! If you want to hear more from Estée Lauder, take a trip back to Season 2, Episode 9, when we were joined by Kate Fannin, Executive Director, Retail Experience & Insights, North America Corporate Marketing. For more information about Ipsos’ point of view, check out our latest Ipsos CX and Channel Performance thinking. Read ‘Embedding ESG in Experience’ to find out how organisations can derive value from ESG.…

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Season 6: Episode 2 – The Morphing Store: bricks and mortar evolution in a convergent commerce world 26:19

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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 about digital channels, the physical store is dead. Nothing could be further from the truth. Its roles are expanding not contracting. And depending on the category, often a majority of shopping task time and purchases are made in physical stores. We’re joined by Norrelle Goldring, one of the authors of our recently published paper, ‘ The Morphing Store: bricks and mortar evolution in a convergent commerce world ’. We’re discussing how the physical store is changing, how its roles are expanding, and, of course, what this means in terms of designing for, delivering, and measuring success. Ipsos’ latest CX and Channel Performance and thinking may be found via these links, along with ways in which our CX – including Service Design, Shopper Insights, Mystery Shopping, and Execution Measurement experts can support organisations as they face the challenges and opportunities posed by the ‘morphing store’.…

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