Shows / The Experience Perspective: An Ipsos Podcast
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 PodcastSeason 3: Episode 15 – EX:CX, a view from South Africa
Our ‘around the world Customer Perspective trip’ continues. This week, we’re in South Africa with renowned CX experts, Nic Callegari and Ipsos’ very own…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 14 – Hear from Vietnam CX industry leader
We are thrilled to welcome our first Ipsos Customer Perspective podcast guests from Vietnam, and what a first: meet Luu Ky Nam, who dedicated 25 years to the…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 13 – The Key To Your CX Success: Finding the right customer experience KPI for your business.
Key Performance Indicators (KPIs) are central to customer experience measurement and management, serving to drive customer-focused action and improved business…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 12 – Hear from Samsung’s European Senior CX Strategy Manager, Darren George: CX in the fast lane.
We are delighted to welcome Darren George of Samsung, along with our most loyal Customer Perspective Ipsos guest, Jamie Thorpe, Head of Experience Management…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 11 – Hear from Decathlon Digital Director, Gergely Román: Delivering an omnichannel experience.
We are delighted to welcome Gergely Román, Digital Director at Decathlon, the largest sporting goods retailer in the world. Gergely is based in Budapest, as is…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 10 – Hear from Whitbread – a relentless focus on CX
This week we are delighted to welcome Stuart Bluck, Senior Insight Manager at Whitbread. Whitbread are hospitality experts, running some of the UK’s most-loved…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 9 – Hear from Chief People Officer, Andrew Stephenson of EQ – talking EX, CX, BX
This week we are delighted to welcome Andrew Stephenson of EQ, international specialists in payments and technology-led services, and our very own, Jamie…
- The Experience Perspective: An Ipsos Podcast
Season 3: Episode 8 – Hear from Park Place Technologies: B2B CX brilliance brought to life.
This week we are delighted to welcome Jennifer Deutsch, Chief Marketing Officer, and Nicola Buckley, Executive Vice President, of Park Place Technologies, and…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 7 – CX measurement and management … nailing great!
This week we are joined by Matthias Kraus, who leads our Customer Experience business in Germany. He joined Ipsos last year, and we were delighted that he did!…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 6 – Take Mystery Shopping Results to the Next Level
How can companies best capitalise on the troves of mystery shopping performance management and strategic data they gather? Three overarching factors are…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 5 – SERVICE WITH A SMILE? Delivering customer experience in the face of mask wearing
Governments across the world have mandated a host of health and safety measures, including the wearing of face masks, to reduce the spread of COVID-19. Many of…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 4 – Hear from Jo Causon, CEO of The Institute of Customer Service: ‘Customer Experience driving business performance’
This week of 15th February, we are delighted to welcome Jo Causon, CEO of The Institute of Customer Service, along with Jamie Thorpe, our Ipsos MORI Head of…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 3 – CX Service Design: Designing customer experiences to drive business impact.
This week of 8th February, we welcome Helen Bywater-Smith, Ipsos Global Head of CX Service Design. Helen gives us the ‘what, when and how’ of CX Service…
The Experience Perspective: An Ipsos PodcastSeason 3: Episode 2 – Channel Performance: Size, Measure, Drive.
This week of 1st February, we welcome Craig Bradley, Ipsos Global Head of Channel Performance. Craig takes us on a ‘whistle-stop tour’ of Channel Performance…
The Experience Perspective: An Ipsos PodcastTemporada 3: Episodio 1 – Escuchen a Patricia Gomez de Banco de Chile: ‘Adaptándose a nueva experiencia de clientes’
Esta semana que comienza el 25 de Enero estamos encantados de presentar a Patricia Gomez, Gerente de Clientes de Banco de Chile, quien junto con Carolina Smart…
The Experience Perspective: An Ipsos PodcastTemporada 2: Episodio 12 – Escuchen a Mariano Silveyra de Mercado Libre: ‘Convirtiéndose en el marketplace con la mejor experiencia de clientes’
*** This week's edition of Customer Perspective was recorded in Spanish. Customer Perspective will continue to provide you with new episodes in all languages…
The Experience Perspective: An Ipsos PodcastTemporada 2: Episodio 11 – Escuchen a Ayleen Kenrick de Walmart: ‘El Retail más allá del C-19’
*** This week's edition of Customer Perspective was recorded in Spanish. Customer Perspective will continue to provide you with new episodes in all languages…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 10: The Forces of Customer Experience in Latin America – The science of strong relationships
Nicolas Fritis, Ipsos Head of Customer Experience and Channel Performance in Latin America, speaks about The Forces of CX, a human-centric framework that helps…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 9: Hear from Kate Fannin at Estée Lauder Companies: ‘Immerse in the Experience’
We are delighted to welcome Kate Fannin, Executive Director, Retail Experience & Insights, North America Corporate Marketing, at Estée Lauder Companies, and…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 8: Hear from Virginia Wigley, Manager Insights & CX Design at Trustpower, New Zealand
We are delighted to welcome Virginia Wigley, Manager Insights & CX Design at Trustpower, New Zealand, together with Lance Webb, who leads our Ipsos CX business…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 7: Hear from Keith Gait, Customer Service Director at Stagecoach Bus
We are delighted to welcome Keith Gait, Customer Service Director at Stagecoach Bus, and CX Leader of the Year Top 25 Finalist 2020, along with Lorraine Rough…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 6: Hear from Sofía Suárez, Shopper & Category Leadership Senior Manager at Nestlé Mexico
We are delighted to welcome Sofía Suárez, Shopper & Category Leadership Senior Manager at Nestlé Mexico, along with Luis Brizuela, head of our Ipsos Channel…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 5: Hear from Leigh Hopwood, CEO of CCMA, talking all things Contact Centres
We are delighted to welcome CCMA (UK Call Centre Management Association) CEO, Leigh Hopwood, to the guest chair. Hear Leigh discussing all things contact…
The Experience Perspective: An Ipsos PodcastSeason 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…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 3: Hear from John Walker, Head of Customer Insights at Maersk
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…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 2: Delivering a Return on CX Investment (ROCXI) – the practical steps involved in financial linkage modelling
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…
The Experience Perspective: An Ipsos PodcastSeason 2: Episode 1: Hear from Matt Cahill, Senior Director, Consumer Insights Activation at McDonald's
We’re back with Season 2 and are delighted to open with Matt Cahill, Senior Director, Consumer Insights Activation at McDonald's. Hear from Matt as he shares…
- The Experience Perspective: An Ipsos Podcast
Episode 15 - Mystery Shopping the Digital Channel
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…
- The Experience Perspective: An Ipsos Podcast
Episode 14 - Talking CX Tech
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…
- The Experience Perspective: An Ipsos Podcast
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 Experience Perspective: An Ipsos Podcast
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…
- The Experience Perspective: An Ipsos Podcast
Episode 11 - Demystifying Behavioural Science
We’ve invited two of our Ipsos’ behavioural science experts to join us this week - Colin Strong, our global lead, and Tamara Ansons, who heads up the…
- The Experience Perspective: An Ipsos Podcast
Episode 10 - Latest From APAC
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…
- The Experience Perspective: An Ipsos Podcast
Episode 9 - From Our CX Experts in the UK, Canada, and Hong Kong
This week of June 8th, hear from CX experts - Jamie Thorpe (UK), Lesley Haibach (Canada) and Richard Korn (Hong Kong) - as they talk about the business…
- The Experience Perspective: An Ipsos Podcast
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…
- The Experience Perspective: An Ipsos Podcast
Episode 7 - Reopen With Confidence: Ensuring Customers Feel Safe
Welcome to the latest episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its…
- The Experience Perspective: An Ipsos Podcast
Episode 6 - Customer Journey Mapping
Welcome to the latest episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its…
- The Experience Perspective: An Ipsos Podcast
Episode 5 - Retail Performance And Social Distancing
Welcome to Customer Perspective, recorded week of 11th May, 2020. This week, our hosts, Helen Wilson and Trevor Clarke, invited three colleagues from our…
- The Experience Perspective: An Ipsos Podcast
Episode 4 - The Forces Of Customer Experience
Welcome to the latest episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its…
- The Experience Perspective: An Ipsos Podcast
Episode 3 - Responses to COVID-19 from leading brands across the world
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…
- The Experience Perspective: An Ipsos Podcast
Episode 2 - All About Channel Performance
Welcome to our second episode of Customer Perspective, a weekly podcast aimed at all of you who are concerned with helping your organisation deliver on its…
- The Experience Perspective: An Ipsos Podcast
Episode 1 - CX Programmes During COVID-19
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…