Welcome to Season 2
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 sales channels, or functions, and their role in delivering customer success … then this podcast is for you.
Season 2: Episode 4 – When Difference doesn’t mean Different: Understanding cultural bias in global CX programmes. Running global Customer Experience studies provides both better value for money than individual country studies, and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural response bias.
This week of 5th October, we welcome Fiona Moss, Director in our Ipsos CX Global Analytics team, and Bharath (Vijay) Vijayendra, Head of Analytical Services in our US Ipsos CX business, to Customer Perspective. They take us through their recently published paper, explaining the impact of cultural bias on response – and what to do about it, to ensure the right actions are taken.
Season 2: Episode 3 – Hear from John Walker, Head of Customer Insights at Maersk. This week of September 28th, we are delighted to welcome John Walker, Head of Customer Insights at A.P. Moller – Maersk. Hear John interviewed by Jamie Thorpe, our Ipsos Head of XM in the UK. John speaks about the differences – and parallels – between B2B and B2C CX, shares his views on how CX is evolving and the ‘next challenges’ for CX professionals, as well as giving advice to those new to CX/wanting fresh thinking.
Season 2: Episode 2 – Delivering a Return on CX Investment (ROCXI) – the practical steps involved in financial linkage modelling. This week of September 21st, we welcome Jean-Francois (JF) Damais, our Ipsos CX Chief Research Officer, back to the hot seat. Last week we heard Matt Cahill from McDonald’s talk about the importance of defining the end business goal and the power of analytics in making a case for CX improvements. JF builds on that, by taking us through the practical steps involved in financial linkage modelling to ‘unlock’ resources and prioritise spend, and shares examples of the specific types of business questions that can be answered by such ROCXI analytics.
Find out more about Customer Experience at Ipsos, and read about our latest thinking. If you enjoyed listening to JF so much that you want to hear more, then head to Season 1: Episode 4, where JF speaks about CX Forces – our CX ‘framework’ that captures the true building blocks of relationship strength.
Season 2: Episode 1 – Hear from Matt Cahill, Senior Director, Consumer Insights Activation at McDonald’s. This week of September 14th, we are delighted to launch Season 2, with Matt in the guest chair.
Hear from Matt as he shares how McDonald’s is responding to today’s and tomorrow’s challenges, the role of research in making business decisions, achieving best in class CX, and how to drive desired customer behaviours.
Reena Roy, Senior Vice President in our US Channel Performance business enjoyed her guest appearance in Season 1: Episode 13 so much, that she came back as co-host for our opener, inviting Matt to join her. Never fear, Trevor Clarke will be back soon!
Find out about Ipsos’ Consumer Health & Safety Index, as mentioned in the podcast.