37 episodes

Customer Perspective is a weekly podcast aimed at all of you who are concerned, in some way, with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of channels, or functions, and their role in delivering customer success … then this podcast is for you.

Questions/Comments: CustomerPerspective@Ipsos.com

www.ipsos.com

Customer Perspective: An Ipsos Podcast Ipsos

    • Business
    • 5.0 • 7 Ratings

Customer Perspective is a weekly podcast aimed at all of you who are concerned, in some way, with helping your organisation deliver on its Brand Promise to customers; so whether you’re a Customer Experience practitioner, lead CX measurement and management programmes, head up Mystery Shopping, are responsible for the performance of channels, or functions, and their role in delivering customer success … then this podcast is for you.

Questions/Comments: CustomerPerspective@Ipsos.com

www.ipsos.com

    Season 3: Episode 10 – Hear from Whitbread – a relentless focus on CX

    Season 3: Episode 10 – Hear from Whitbread – a relentless focus on CX

    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 deriving from such a focus.  He tells us how he puts his team to work – across CX, research and insight – including building a leading CX measurement ecosystem to drive decision-making.

    Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.

    Season 3: Episode 9 – Hear from Chief People Officer, Andrew Stephenson of EQ – talking EX, CX, BX

    Season 3: Episode 9 – Hear from Chief People Officer, Andrew Stephenson of EQ – talking EX, CX, BX

    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 Experience – and, of course, financial impact, it’s Andrew!  Listen in to also hear Andrew’s take on how CX has evolved, how to get it right, including at that point when ‘normal service’ resumes, and what’s next for the CX profession.   We discuss ROCXI (Return on CX Investment), of course!  Check out ‘Money Talk or Budget Walks’ for more information.

    Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.

    Season 3: Episode 8 – Hear from Park Place Technologies: B2B CX brilliance brought to life.

    Season 3: Episode 8 – Hear from Park Place Technologies: B2B CX brilliance brought to life.

    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 won’t be surprised to learn that a relentless focus on Customer Experience plays a major role!  B2B CX-ers, we guarantee you will be quoting chunks from this podcast. For those who you who tuned into Matthias Kraus’ episode last week (Ep. 7), about what makes for great CX measurement and management, this week you’ll hear those factors brought to life.  Thanks Jennifer and Nicola – and happy anniversary!

    We mention Ipsos’ B2B CX Sessions, our series of roundtable discussions with CX practitioners and experts who work in B2B.  Check out the latest reports.  If you’d like to hear more from Helen, head to Ep. 3 (Season 3) for her  ‘what, when and how’ of CX Service Design.

    Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.

    Season 3: Episode 7 – CX measurement and management … nailing great!

    Season 3: Episode 7 – CX measurement and management … nailing great!

    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 sprint,  we reckon he knows what he’s talking about.  Join us to learn more about what makes for truly great CX measurement and management. And just when we thought he could not impress us more, turns out he’s a big Customer Perspective podcast fan.

    Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.

    • 26 min
    Season 3: Episode 6 – Take Mystery Shopping Results to the Next Level

    Season 3: Episode 6 – Take Mystery Shopping Results to the Next Level

    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 Success in our US Channel Performance business.  Mike shares his take on those three factors, including that ‘last mile’ of turning data into a better experience for customers, and improved business results.

    Read the paper here, Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.

    Season 3: Episode 5 – SERVICE WITH A SMILE? Delivering customer experience in the face of mask wearing

    Season 3: Episode 5 – SERVICE WITH A SMILE? Delivering customer experience in the face of mask wearing

    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, Manuel Garcia-Garcia and Fiona Moss.  In this paper,  the Ipsos team investigates the extent to which wearing face masks impacts our ability to foster human rapport and build strong relationships, and provides guidance for organisations charged with designing and delivering positive customer experiences within these constraints. With mask wearing likely here to stay, and for some considerable time yet, how do organisations create meaningful ‘masked moments’ that encourage customers to return, spend and recommend, while also ensuring that customers and staff stay safe?

    Read the paper here, and click here for other recent CX thinking. Find out more about Customer Experience at Ipsos.

Customer Reviews

5.0 out of 5
7 Ratings

7 Ratings

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