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 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.
In this episode, recorded week of 4th May, 2020, 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.
If you are interested in attended our upcoming webinar about the CX Forces, on 26th May, then look out for an invite, or let us know via CustomerPerspective@Ipsos.com.
Do join us next week, when we’ll be quizzing retail experts, Peter Luff, Tim Denison, and Anna Hatfield-Shaw.
If you’d like a question answered via our podcast, please get in touch with us at CustomerPerspective@Ipsos.com.