Season 10: Episode 3 Customer Experience Isn't a Programme. It's an Operating System.

The Experience Perspective: An Ipsos Podcast · Sep 17, 2026 · 37m

We regularly update our phones, laptops and software to keep pace with changing demands. Yet many organisations are still trying to deliver customer experiences using operating systems designed for a different era.

As customer expectations evolve and organisations progress in their customer experience maturity, businesses must continuously adapt the way their people, processes, measures and culture work together. The organisations that succeed won't simply have the best products or services. They'll have the strongest customer-centric foundations.

In this episode of The Experience…