Ipsos' Customer Perspective

Ipsos
  • 3.7 (3)
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  • UPDATED BIMONTHLY
Ipsos' Customer Perspective

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: CustomerPerspective@Ipsos.com www.ipsos.com

  1. 12/11/2024

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

    Ipsos' Customer Perspective

    42 min

  2. 11/06/2024

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

    Ipsos' Customer Perspective

    33 min

  3. 09/25/2024

    Season 7, Episode 6: The Channel Performance Benchmark

    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!

    14 min

  4. 08/13/2024

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

    Ipsos' Customer Perspective

    35 min

  5. 08/13/2024

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

    Ipsos' Customer Perspective

    27 min

  6. 07/30/2024

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

    Ipsos' Customer Perspective

    31 min

  7. 07/17/2024

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

    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.

    35 min

  8. 06/28/2024

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

    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.

    31 min
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Ratings & Reviews

3.7
out of 5
3 Ratings

About

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: CustomerPerspective@Ipsos.com www.ipsos.com

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