Customer Perspective: An Ipsos podcast – weekly podcasts exploring all things Customer Experience, Mystery Shopping and Channel Performance

Customer Perspective is a weekly podcast aimed at all of you who are concerned, in some way, with helping your organization 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.

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Episode 15: Mystery Shopping the Digital Channel – This week of July 20th, hear from Darren Burgess, Deputy MD of our Ipsos UK Mystery Shopping – Channel Performance business, as he speaks about the power of Mystery Shopping in evaluating and improving the performance of the digital channel, as well as the practical considerations when setting up such a programme.

Episode 15 brings us to the end of Season 1. Thank you for joining us and hope you enjoyed listening. We’ll be back with Season 2 in September. We look forward to talking you again, then. In the meantime if you have any guest/content suggestions, do get in touch with us at CustomerPerspective@Ipsos.com.

 


 

Episode 14: Talking CX Tech – This week of July 13th, we invited Sven Heine, Ipsos CX Global COO, and Dan Zuckerman, VP in our US CX business, to talk ‘CX Tech’. Hear from Sven and Dan about their take on CX technology – its role in CX measurement and management programmes, factors to take into account when choosing the right platform for your business, and where it’s heading.

 


 

Episode 13: Taking Mystery Shopping to the Next Level – This week we’re joined by Reena Roy, Vice President in our Ipsos US Channel Performance business. Hear from Reena as she talks about taking Mystery Shopping to ‘the next level’; using Mystery Shopping to address strategic as well as tactical decision-making needs, better design, better execution, and better impact, as well as the range of approaches being employed to meet clients’ needs across a range of sectors, including high-end luxury.

 


 

Episode 12: Best Practice B2B CX Measurement and Management – This week of June 29th, we’ve invited business to business (B2B) CX expert, Matthew Chatterton, to join us. He heads up B2B CX in the UK and has worked in this space for many years. Listen in to hear his views on what makes for a truly great B2B relationship, and, of course, to get some advice on best practice CX measurement and management.

 


 

Episode 11: Demystifying Behavioural Science – This week of the 22nd June, hear from two of our Ipsos’ behavioural science experts – Colin Strong, our global lead, and Tamara Ansons, who heads up the discipline in the UK. Expect a wide-ranging discussion as we get to grips with: what behavioural science actually is; when to ‘bring it to the table’, how; and the role it can play in influencing service design and customer behaviours.

 


 

Episode 10 – We’re joined by Stephane Sanchez who leads our Ipsos APAC Customer Experience and Channel Performance business, from Singapore. We ask him about some of the challenges his clients are facing and, of course, how they’re addressing them, as well as getting his take on the role of Mystery Shopping and Voice of the Customer (VoC) programmes in the wider CX measurement ecosystem.

 


 

Episode 9: From Our CX Experts in the UK, Canada, and Hong Kong – This week of 8th, hear from CX experts – Jamie Thorpe (UK), Lesley Haibach (Canada) and Richard Korn (Hong Kong) – as they talk about the business questions they’re being asked by clients in their markets and, of course, how they’re addressing them.

Find out more about Customer Experience at Ipsos, and to read about our latest thinking, head here.

 


 

Episode 8: A View From The Top – This week of 1st June, Helen Wilson and Trevor Clarke, invite Ralf Ganzenmueller, Ipsos Chairman of Customer Experience and Channel Performance, and the CEO of DACH (Germany, Austria, Switzerland), to sit in the podcast hotseat. Ralf takes ‘a look around the corner’ as to where the world might be, what that might mean for our clients, and, indeed, for Ipsos, in our role as partners.

 


 

Episode 7 – This week of 25th May, our hosts, Helen Wilson and Trevor Clarke, welcome Nicholas Mercurio, Executive Vice President and leader of Ipsos, Channel Performance in US, to the hot seat.  As we reopen the economy, brands must take steps to ensure consumers feel safe.  Listen in to learn which health & safety policies build consumer confidence.

Find out more about ‘The Consumer Health & Safety Index’ mentioned by Nick.  We are rolling out the Index to markets across the globe, so please do get in touch with your local Ipsos Channel Performance contact, or Tony Smith, for further information.

 


 

Episode 6 – This week of 18th May, our hosts, Helen Wilson and Trevor Clarke, are delighted to welcome Helen Bywater-Smith, an Ipsos expert in journey mapping and CX service design. Join us to learn more about customer journey mapping and the impact this can have on organisations. Learn more about Customer Experience at Ipsos.

 


 

Episode 5 – Welcome to Customer Perspective, recorded week of 11th May, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, invited three colleagues from our Retail/Channel Performance business at Ipsos, Peter Luff, Tim Denison, and Anna Hatfield Shaw, to join them. Our retail experts discuss the impact of the pandemic on retail traffic and consumer behaviours, how retailers are starting to come out ‘the other side’, and the challenges they are needing to address, in particular relating to measuring and managing occupancy levels to help comply with government social distancing guidelines, and keep employees and customers safe.

Learn more about Social Distancing Live Occupancy Counter.

 


 

Episode 4 – Welcome to Customer Perspective, recorded week of 4th May, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, invited Jean-Francois (JF) Damais, our CX Chief Research Officer, to ‘sit in the hot seat’.

JF’s speaking about CX Forces – our CX ‘framework’ that captures the true building blocks of relationship strength, to help organisations bring their CX strategy to the next level. In light of the COVID-19 crisis, understanding how the hierarchy of needs is changing is obviously crucial, so this is another ‘must-listen’ episode.

 


 

Episode 3 – Welcome to Customer Perspective, recorded week of April 27th, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, welcome Nicolas Fritis, who heads up Customer Experience and Channel Performance, Ipsos in LATAM.

We quiz Nico about the best practice measures being taken by organisations around the globe, to adapt to this new environment, to provide support, care and protection to customers, to do the right thing by employees and, indeed, to do the right thing by the world at large.

 


 

Episode 2 – Welcome to Customer Perspective, recorded week of April 20th, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, welcome Ipsos colleagues, Craig Bradley, Global Service Line Leader of Channel Performance, Ipsos and Becky Harris, Head of Channel Performance, Ipsos in Canada.

This week we’re getting to grips with Channel Performance – what this means and how we go about measuring it, including via Mystery Shopping. We take a look at some of the changes we’re seeing in this time of coronavirus and more generally, and what this might mean going forward.

 


 

Episode 1 – Welcome to our first episode of Customer Perspective, recorded week of April 13th, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, welcome Ben Llewellyn, Global Service Line Leader of Customer Experience, Ipsos.

At Ipsos, we’re being asked for help in addressing clients’ questions about the disruption that coronavirus is having on society, on their business and customers, and its impact on their CX programmes – on measurement and management. We’re kicking off the first of our podcasts with the aim of addressing some of those tough questions we’re hearing from our clients around the world about their CX programmes, in particular.

Learn more about why Customer Experience still matters amid coronavirus and social distancing