At Ipsos, we’re not just shaping the future of Customer Experience (CX); we’re reimagining it for the digital era. In a world where the CX landscape is increasingly complex and fragmented, it’s easy to get lost in the digital details of what truly matters: the human element. We help you hit the reset button, taking CX back to its core while harnessing the power of cutting-edge technologies like AI. By re-establishing the fundamentals and focusing on a deep understanding of human behaviour, we lay the foundation for a brighter, more innovative future. Our approach combines advanced analytics with human insights to craft exceptional customer experiences that drive tangible business outcomes.

In an era of rapid technological advancements, we believe that the human element remains the beating heart of exceptional Customer Experience. Our journey begins by deep-diving into your customers’ needs and emotions, forming the foundation of every successful CX strategy. By leveraging our expertise in qualitative and quantitative research methods across online and offline channels, we capture the authentic voice of your customer. We integrate advanced predictive analytics, key driver analysis, and sophisticated modelling techniques to transform data into actionable insights. Our cutting-edge text analytics capabilities allow us to decode unstructured data from text, video, images, and voice, revealing patterns and trends that drive meaningful improvements. We believe that the key to success lies in striking the perfect balance between the timeless principles of human connection and the transformative potential of technology.

At Ipsos, we seamlessly blend the art of understanding human behaviour with the science of advanced analytics. This synergy enables us to craft customer experiences that resonate profoundly, fostering loyalty, advocacy, and business growth. As your trusted partner, we offer a comprehensive suite of services, including CX maturity assessments, audits, and the creation of integrated measurement systems. We help you design memorable experiences through service design and customer and employee journey mapping, ensuring every interaction with your brand is positive.

Our mission extends beyond merely understanding customer needs; we are committed to driving tangible business results. By helping you meet and exceed the expectations set by your brand promise, we nurture strong emotional connections and lasting loyalty. Our approach focuses on retaining customers, recovering those at risk, growing share of spend, increasing advocacy, and boosting operational efficiency – delivering a Return on Customer Experience Investment (ROCXI).

Our team of passionate CX experts acts as an extension of your own, collaborating closely to:

· Design and Map Exceptional Customer Journeys: We step into your customers’ shoes, mapping their journeys to identify pain points, opportunities, and key drivers of satisfaction.

· Uncover Deep Customer Insights: Through a blend of quantitative and qualitative research methods, including advanced text analytics and predictive modelling, we unlock actionable insights from your structured and unstructured data.

· Measure and Track CX Performance: We establish clear metrics and implement robust measurement systems to track your progress, identify areas for improvement, and demonstrate the ROI of your CX initiatives.

· Empower Your Employees: We believe that engaged and empowered employees are the cornerstone of exceptional CX. We provide your teams with the training, tools, and insights they need to consistently exceed customer expectations.

In a world where customer experience is the new battleground, we provide you with the insights, strategies, and tools to emerge victorious. Partner with us to unlock the full potential of your CX strategy and create lasting, meaningful connections with your customers in the digital age.

While CX is at the heart of what we do, our expertise extends far beyond. We offer a comprehensive suite of seamlessly integrated research and consulting services, providing a holistic view of your customers and their needs. As a global leader in end-to-end market research solutions, Ipsos operates in 90 markets worldwide, bringing a powerful blend of human insight and advanced technology to every client partnership. In a world where customers can easily become pixelated, we help you see them clearly, empowering you to make confident decisions.

Our passion lies in delivering more than just data; we provide actionable truths to understand societies, markets, and people. By combining the best of science, technology, and know-how, we enable our clients to act faster, smarter, and bolder.