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The Experience Perspective: An Ipsos Podcast
Join us as we dive deep into the world of CX and Channel Performance with industry experts and practitioners. Each episode of The Experience Perspective offers practical advice and insights for measuring, managing, and designing exceptional customer experiences. Whether you're in mystery shopping, channel optimisation, or passionate about understanding customer journeys, this podcast is your go-to resource for driving business success through customer-centricity. Subscribe now and elevate your…
Episodes
- The Experience Perspective: An Ipsos Podcast
Season 10, Episode 6: The New Workplace Reality: What Employees Expect Next
In a world shaped by economic uncertainty, rapid technological change and shifting employee expectations, what does commitment really look like at work today?…
- The Experience Perspective: An Ipsos Podcast
Season 10, Episode 5: The Rules That Make Us: Why Culture Matters in CX and EX
In this episode of Ipsos Experience Perspective, Helen Bywater-Smith is joined by Oliver Sweet, Head of Ethnography at Ipsos and author of The Rules That Make…
- The Experience Perspective: An Ipsos Podcast
Season 10, Episode 4: Internal Communications: from broadcasting to better connection
Join Bhavna Sawnani as she explores the critical role of internal communications in shaping the employee experience with Tsara Smith, Senior Consultant in the…
- The Experience Perspective: An Ipsos Podcast
Season 10: Episode 3 Customer Experience Isn't a Programme. It's an Operating System.
We regularly update our phones, laptops and software to keep pace with changing demands. Yet many organisations are still trying to deliver customer…
- The Experience Perspective: An Ipsos Podcast
Season 10, Episode 02: Generations at Work: Moving Beyond the Stereotypes
Join Bhavna Sawnani as she explores the realities of generations in the workplace with Emily Cooke, Director in the Global Employee Experience team at Ipsos…
- The Experience Perspective: An Ipsos Podcast
Season 10, Episode 1: Making Banking More Human How TD Bank is Using CX to Differentiate Through Empathy, Simplicity and AI
In this episode of The Experience Perspective, host Helen Bywater-Smith, Global Head of CX Advisory at Ipsos, is joined by Andrea Marsales, Associate Vice…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 10: The Neuroscience of Scent in Experience Design
In this episode, host Helen Bywater-Smith sits down with two leading experts to explore an underutilized yet deeply powerful sensory touchpoint: scent. • Dan…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 9: From Measuring Engagement to Driving Impact: Rethinking Employee Listening
Join Bhavna Sawnani in conversation with James Tarbit, Ipsos’ Global Head of Employee Experience, as they explore how organisations can elevate their employee…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 8: Designed for Insight: Blueprints for Mystery Shopping
In this enlightening podcast episode join host Rob Rose as he talks with Andrew Firth, Head of Advisory and Analytics at Ipsos Channel Performance UK, to delve…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 7: ESG and Customer Experience: Why It Matters More Than Ever
In this thought-provoking episode of The Experience Perspective, host Helen Bywater-Smith sits down with Sue Phillips, Ipsos's Global Lead for ESG, and James…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 6: Ipsos Global Voices of Experience
Join Helen Bywater-Smith, Global Head of CX Advisory, Francisco Acuña, Head of CX in Latin America, Maura Howley, Senior Vice President, CX & EX in North…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 4 Women's Health at Work, Breaking the Stigma
Join Bhavna Sawnani in conversation with Hannah Short, Inclusion and Diversity Manager at Leeds Building Society in the UK and Grace Tong, Vice President…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 3: The Advocacy Ripple Effect
In today's fast-paced and competitive business environment, the ability to excel in customer experience is not merely a choice but a necessity for sustainable…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 2:- Becoming Insight led while working in partnership with work councils and unions
In this Employee Experience episode of The Experience Perspective, Bhavna is joined by Albrecht Küfner, Team Lead for Employee Experience at Deutsche Bahn, to…
- The Experience Perspective: An Ipsos Podcast
Season 9, Episode 1: All About Mystery Shopping!
Happy New Year! And welcome to Season 9 of The Experience Perspective Podcast! For the first episode of our new season, join Rob Rose as he explores the many…
- The Experience Perspective: An Ipsos Podcast
Season 8: Episode 8: New Years Resolution – Reset your CX Surveys
At Ipsos, we combine research excellence with deep CX expertise. We know the quality of insight depends on the quality—and the experience—of the questions you…
- The Experience Perspective: An Ipsos Podcast
Season 8, Episode 7: Empowering People Teams: A Chief People Officer’s Perspective
Join Bhavna Sawnani in conversation with Ena Rivera, Chief People Officer for Asia Pacific at Ipsos, as they explore what it takes to transform people teams…
- The Experience Perspective: An Ipsos Podcast
Season 8, Episode 6: The Drive for Excellence: How Renault Group Mystery Shopping Leads the Way
Join Rob Rose as he shares recorded highlights from the Automotive Event hosted by Channel Performance in the UK entitled “Rev up your Revenues with Data…
- The Experience Perspective: An Ipsos Podcast
Season 8, Episode 5: Employee Experience in Practise: Cracking the Code on Maximising Employee Participation with Mitre 10
Join Bhavna Sawnani as she explores a crucial aspect of employee experience surveys: driving high participation and engagement, in conversation with Chrystal…
- The Experience Perspective: An Ipsos Podcast
Season 8, Episode 4: The Shifting Dynamics of Customer Loyalty
Join Helen Bywater-Smith as she dives into the crucial aspect of customer Loyalty with Andrew Custage, Head of Research Insights at Medallia, and Jean Francois…
- The Experience Perspective: An Ipsos Podcast
Season 8: Episode 3 – The Luxury Edit (Part Three)
We invite you to explore the world of modern luxury—a place where artistry meets experience. This three-part film series is a journey into the heart of…
- The Experience Perspective: An Ipsos Podcast
Season 8: Episode 2 - The Luxury Edit (Part Two)
We invite you to explore the world of modern luxury—a place where artistry meets experience. This three-part film series is a journey into the heart of…
- The Experience Perspective: An Ipsos Podcast
Season 8: Episode 1 – The Luxury Edit (Part One)
We invite you to explore the world of modern luxury—a place where artistry meets experience. This three-part film series is a journey into the heart of…
- The Experience Perspective: An Ipsos Podcast
Series 7, Episode 13: CX Global Insights 2025: A sneak peek into Ipsos’ new global benchmark of Customer Experience.
On this episode, we are sharing the audio from our latest LinkedInLive presentation on CX Global Insights 2025: A sneak peek into Ipsos’ newglobal benchmark of…
- The Experience Perspective: An Ipsos Podcast
Series 7, Episode 12: Flying through turbulent times. Lessons from Air New Zealand and Ipsos’ Gold Award winning CX programme.
In this month's podcast, Helen is joined by Jeremy Todd, Head of Research & Insight at Air New Zealand, Trish Roberts, Experience Management Director, and Tom…
- The Experience Perspective: An Ipsos Podcast
Season 7, Episode 11: Demystifying Mystery Shopping
This month, podcast host Danielle Doran is joined by Kendra Jones, Head of Client Success at Ipsos Channel Performance UK, and Andy Firth, Head of Advisory and…
- The Experience Perspective: An Ipsos Podcast
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…
- The Experience Perspective: An Ipsos Podcast
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…
- The Experience Perspective: An Ipsos Podcast
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…
- The Experience Perspective: An Ipsos Podcast
Season 6: Episode 5 – Channel Performance: driving sales conversion
Ipsos’ Channel Performance teams partner with clients across the world to understand and measure channels and shoppers, to drive sales conversion. In our world…
- The Experience Perspective: An Ipsos Podcast
Season 6: Episode 4 – Empowering B2B Intermediaries through Customer Experience
Many financial services businesses deploy external intermediaries in one form or another. These B2B (business to business) relationships are typically between…
- The Experience Perspective: An Ipsos Podcast
Season 6: Episode 3 – Hear from Emma Dark, Director of Customer Service at Estée Lauder
We’re delighted to welcome Emma Dark, Director of Customer Service at Estée Lauder, along with one of our favourite podcast co-hosts, Jamie Thorpe, Head of…
The Experience Perspective: An Ipsos PodcastSeason 6: Episode 2 – The Morphing Store: bricks and mortar evolution in a convergent commerce world
In some of our Customer Perspective podcasts over the past year or so, you may have heard us talking about Convergent Commerce – the blurring of physical and…
- The Experience Perspective: An Ipsos Podcast
Season 6: Episode 1 – Hear from Sybil Nicolson, Insight Executive for Transport for London
We’re delighted to welcome Sybil Nicolson and Kristian Green to the first episode of our sixth season of Customer Perspective. Sybil is an Insights Executive…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 11 – CX Service Design: Creating emotional attachment and driving brand growth
We live in volatile times that are influencing customers’ expectations, needs and opinions. Understanding and empathising with customers and the context of…
- The Experience Perspective: An Ipsos Podcast
Season 5: Episode 10 – Beyond omnichannel to convergent commerce ecosystems
We welcome Alison Chaltas, Ipsos’ Global Head of Shopper and Omnichannel, and Norrelle Goldring, global consultant, co-authors of a recently published Ipsos…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 9 – Hear from Kate McLaren, General Manager - Customer Quality at Kia Motors UK , and Jo Causon, CEO of The Institute of Customer Service
We welcome Kate McLaren, General Manager - Customer Quality at Kia Motors UK to our Customer Perspective podcast. David Hart, Kia Customer Experience Manager…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 8 – Hear from Attila Szabo, Managing Director, Ford of Poland
We are delighted to welcome Attila Szabo, who is Managing Director at Ford of Poland, leading the national sales company. We’re also joined by Annamária…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 7 – Hear from Yvette Steyn, Consumer Insights & Analytics lead at Distell
We are delighted to welcome Yvette Steyn who focuses on growth and innovation at Distell, Africa’s leading producer and marketer of alcoholic drinks, which are…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 6 – The Customer and Citizen Perspective
We’re dishing up a ‘mash-up’, between our Customer Perspective and Educated Conjecture Ipsos podcasts, to give a customer and citizen perspective on the world…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 5 – Hear from Jasper Lam, CX leader at TD Bank in Canada
We are delighted to welcome Jasper Lam from TD, which serves 24 million customers around the globe, and is the sixth largest bank in North America, by…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 4 – Men’s Beauty: Evolving Attitudes and Fresh Insights
New Ipsos research shows men having expressed increased interest in purchasing male cosmetics in recent years, exposing an opening for brands to target this…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 3 – Driving Compliance At The Frontline
The goal of regulators around the world is to ensure that the markets they regulate are functioning well, that the companies they oversee abide by the law, and…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 2 – Hear from Helen Campbell-Watt, Head of Wealth Client Insight & Experience at Coutts
We are delighted to welcome Helen Campbell-Watt, a woman of many firsts, from Coutts, and Jamie Thorpe, our Ipsos UK Head of XM. Helen shares the genuinely…
The Experience Perspective: An Ipsos PodcastSeason 5: Episode 1 – Hear from Aimie Chapple, CEO of Capita Experience
We are delighted to welcome Aimie Chapple, CEO of Capita Experience, to our opening episode of Season 5 of Customer Perspective; our first episode in 2022…
The Experience Perspective: An Ipsos PodcastSeason 4: Episode 7 – Hear from Mark Billingham, Group Customer Operations & CX Director for The Very Group:
Welcome to our final episode of Season 4, and 2021. Never fear, we’ll be back with Season 5 next year, in January (another great episode already lined-up). In…
The Experience Perspective: An Ipsos PodcastSeason 4: Episode 5 – Beyond omnichannel retail to convergent commerce
The last few years have seen channels and consumer engagement touchpoints mushroom. At the same time, digital and physical environments are converging. Today’s…
The Experience Perspective: An Ipsos PodcastSeason 4: Episode 4 – The role of UX in driving brilliant CX
Our world is undergoing digital transformation and the Customer Experience is changing – from offline to online, from real life to virtual, from aided to…
The Experience Perspective: An Ipsos PodcastSeason 4: Episode 3 – Hear from Dominik Brinkmann, Head of Dealer Network Development & Customer Experience, for India & Asia-Pacific, at Stellantis
We are delighted to welcome globe-trotting, mobility expert, Dominik Brinkmann of Stellantis, and Amrutha Murthy, who leads our Ipsos Channel Performance and…
The Experience Perspective: An Ipsos PodcastSeason 4: Episode 2 – Bridging the Brand Experience Gap
Brand and experience are becoming increasingly intertwined, creating a powerful intersection to which organisations must pay attention. An explicit…
The Experience Perspective: An Ipsos PodcastSeason 4: Episode 1 – Hear from Kuwait-based Al Mulla Group, Managing Director, Hormuzda Davar
We are delighted to welcome our first Ipsos Customer Perspective podcast guests from Kuwait to open Season 4. Meet Hormuzda Davar, Managing Director…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 17 – Renewed competitive challenge for grocers as consumers return to old habits.
During the pandemic, Ipsos research indicated US consumers were spending more at grocery stores, with 4 out of 10 spending $200 or more per month. However, as…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 16 – Hear from Kia’s Customer Experience Manager, David Hart: CX that inspires.
We are delighted to welcome David Hart, Customer Experience Manager for Kia, along with our very own Jamie Thorpe, Head of XM. David, with his wealth of auto…