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 Analytics”.

At the event held at the Silverstone International Grand Prix Circuit, special guest Verity Mercer, Head of Customer Experience and Quality at Renault Group held a Q&A session alongside Ipsos Channel Performance Head of Client Success in the UK, Kendra Jones.

As a result of the questions and the discussions that followed, insights were shared on a number of key topics, from how Renault Group use Mystery Shopping alongside other research initiatives to create a full picture of how dealerships operate, through to the bold and innovative steps they have taken to achieve buy-in and position their Mystery Shopping activity as a valuable insight and learning tool.

At a time in the industry where changes such as the growth in demand for electric vehicles are shifting the requirements customers have in a dealership environment, the conversation also highlights how key priorities have been developed and acted upon.

Join Bhavna Sawnani as she explores a crucial aspect of employee experience surveys: driving high participation and engagement, in conversation with Chrystal Kennedy, Head of People Partnering at Mitre 10 New Zealand.

Together, they unpack how Mitre 10 achieved exceptional participation rates across a highly operational and decentralised organisation, even while transitioning to new platforms. The discussion dives into the vital role of senior leader buy-in, effective communication and promotion from boardroom to frontline, and how embedding the ‘why’ behind the survey can inspire action and trust.

Listen to gain practical tactics for promotion and mobilisation, the power of networks and local champions, and ways to remove friction so people can and will respond. Discover what messages resonate, when and how to target communications, and how closing the loop builds trust for the next cycle.

This episode offers actionable insights and practical tips to help organisations boost survey participation and build a culture of listening that drives long-term impact.

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 Damais, Global Chief Research Officer at Ipsos CX.

Based on insight from the recent collaborative paper between Ipsos and Medallia, Beyond Transactions: The Shifting Dynamics of Customer Loyalty, the trio discuss the evolving landscape of customer loyalty and the crucial shift beyond transactional metrics to emotional attachment and customer sentiment.

Listen to gain actionable strategies to enhance loyalty programmes and understand the new dynamics of customer engagement. Explore generational differences in loyalty and understand the growing influence of artificial intelligence in loyalty programmes.

This episode provides valuable insights into creating authentic, emotionally resonant loyalty strategies that align with brand vision, enhance customer experience, and foster long-lasting customer relationships.

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 indulgence, revealing the stories, skill, and passion behind the world’s most exclusive experiences.Join Helen Bywater-Smith, alongside Ipsos Luxury Expert Stéphane Paoli and Channel Performance lead in Switzerland Annamaria Foldes with our luxury specialists: • Robert Herr - General Manager Beau Rivage Hotel Geneva• Vivienne Tang - Founder and CEO Destination Deluxe• Antonio Teixeira - Managing Director, Bucherer Geneva• Felicitas Morhart - Professor of Marketing at University of Lausanne and Founder of Swiss Centre for Luxury Research • Nóra Demeter - Architect, Founder and Director of Demeter Design Studio

As they decode the intricacies of luxury across three engaging films that were shot in Geneva, the world’s luxury watch centre.

Todays's Episode will cover Part 3: Delivering Luxury.The final element is the art of luxury delivery itself. Learn how to synthesise technology, people, and processes to create true operational excellence.Go back and listen to Parts 1 and 2, which were posted over the last two weeks.

This series invites you to reinterpret luxury, not just as a state of wealth, but as an art form - experiences painted with passion, precision, and deep insight. Join us as we unveil the layers of opulence and redefine your understanding of what it means to deliver pure luxury.

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 indulgence, revealing the stories, skill, and passion behind the world’s most exclusive experiences.Join Helen Bywater-Smith, alongside Ipsos Luxury Expert Stéphane Paoli and Channel Performance lead in Switzerland Annamaria Foldes with our luxury specialists: • Robert Herr - General Manager Beau Rivage Hotel Geneva• Vivienne Tang - Founder and CEO Destination Deluxe• Antonio Teixeira - Managing Director, Bucherer Geneva• Felicitas Morhart - Professor of Marketing at University of Lausanne and Founder of Swiss Centre for Luxury Research • Nóra Demeter - Architect, Founder and Director of Demeter Design Studio

As they decode the intricacies of luxury across three engaging films that were shot in Geneva, the world’s luxury watch centre.

Todays's Episode will cover Part 2: Designing The Luxury Experience. Look past the surface of luxury to master the design of experiences that sculpt memories and build lasting relationships.Go back and listen to Part 1, which was posted last week. And be on the lookout for Part 3, which will be released in the coming week!

This series invites you to reinterpret luxury, not just as a state of wealth, but as an art form - experiences painted with passion, precision, and deep insight. Join us as we unveil the layers of opulence and redefine your understanding of what it means to deliver pure luxury.

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 indulgence, revealing the stories, skill, and passion behind the world’s most exclusive experiences.Join Helen Bywater-Smith, alongside Ipsos Luxury Expert Stéphane Paoli and Channel Performance lead in Switzerland Annamaria Foldes with our luxury specialists: • Robert Herr - General Manager Beau Rivage Hotel Geneva• Vivienne Tang - Founder and CEO Destination Deluxe• Antonio Teixeira - Managing Director, Bucherer Geneva• Felicitas Morhart - Professor of Marketing at University of Lausanne and Founder of Swiss Centre for Luxury Research • Nóra Demeter - Architect, Founder and Director of Demeter Design Studio

As they decode the intricacies of luxury across three engaging films that were shot in Geneva, the world’s luxury watch centre.

Todays's Episode will cover Part 1: Defining Luxury Experiences Uncover the essence of luxury and how is this portrayed across sectors in 2025.Be on the lookout for Parts 2 and 3 as they will be released in the coming weeks!

This series invites you to reinterpret luxury, not just as a state of wealth, but as an art form - experiences painted with passion, precision, and deep insight. Join us as we unveil the layers of opulence and redefine your understanding of what it means to deliver pure luxury.

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 Customer Experience.

During our Live event, we explored key findings, such as the surprising “Onaverage, around the world, 70% of customers say they choose to use a brandbecause they know the experience will be good”, the impact of these surveyresults on your CX strategy, and the trends shaping the future of CX. We alsocovered topics such as the growing importance of emotional attachment, keydrivers of CX, personalisation, best and worst performing sectors.

◼ Host:
Sara Pike,Head of CX, Ipsos in Singapore
◼ Guests:
Jean-FrancoisDamais, Global Chief Research Officer, Ipsos
Francisco AgustínAcuña Bachmann, Head of CX, Ipsos in Latam

The video presentation can be found by following this link!

#CX#CustomerExperience#GlobalInsights#Benchmark#Performance#Business

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 Magill, Associate Director of Ipsos New Zealand.

This episode celebrates the success of the Air New Zealand CX programme, delivered by Ipsos with Medallia. At the 2024 Research Association Awards NZ, our exceptional Ipsos team won the 'Most Effective Agency' award among 10 nominations, winning in 7 awards. Alongside Air New Zealand, we jointly received the Gold Award. Tune in to learn about the award and discover the insights from our experience of how the teams collaborated to deliver an impactful CX programme.

Air New Zealand, one of the nation's most loved brands, identified Customer Experience as the Number 1 driver of Corporate Reputation. The challenges brought on by COVID-19 grounded airlines, and when the world began to reopen, customer expectations rebounded to pre-COVID levels, while the airline was still rebuilding. Performance scores were not meeting the anticipated standards.

The Ipsos team was commissioned to "look under the hood" of the programme at the wealth of data collected, to pinpoint exactly where the business needs to invest to meet and exceed expectations, ensuring the maintenance of their loyal customer base. Our Global data science and analytics team modelled the data to identify the key drivers of the experience and developed a simulator to demonstrate the Return on CX Investment (ROCXI) if changes were implemented. This shifted the research from a retrospective view to a forward-focused, fact-based programme that identified where Experience Design investments were required.

Tune in to discover how the team designed an award-winning programme which tuned into stakeholders' needs to reorient the business around the customer once again.

#ipsos #airnewzealand #cx #medallia #researchassociationNZ