The Experience Perspective: An Ipsos Podcast

Ipsos

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 game!

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September 17 · 37 min
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 experiences using operating systems designed for a different era. As customer expectations evolve and organisations progress in their customer experience maturity, businesses must continuously adapt the way their people, processes, measures and culture work together. The organisations that succeed won't simply have the best products or services. They'll have the strongest customer-centric foundations. In this episode of The Experience Perspective, Helen Bywater-Smith speaks with Mickael Subileau , Global Customer Experience Manager, Janice Kaiser, Customer Experience Project Manager, and Eva Rodriguez, Customer & Organisational Excellence Manager at Jungheinrich, a leading global provider of material handling equipment, warehouse technology and automated intralogistics solutions. Together, they share how they are transforming a traditionally product-centric organisation into one that places customers at the heart of decision-making, leadership and culture, with a clear ambition: to Transform Customers Into Fans. Their story is not about launching another CX initiative. It's about creating the governance, sponsorship, accountability and organisational alignment needed to embed customer centricity across a global business. From connecting customer experience with employee experience, to breaking down silos, improving responsiveness, and turning customer feedback into meaningful action, they reveal what it takes to drive lasting change at scale. Recognising that customer emotions are a key driver of loyalty, they also share how they have used the Ipsos Forces of CX framework to better understand customer needs and inform business decisions. This conversation makes one thing clear: customer centricity is more than a dashboard, programme or project. It's an organisational operating system. The invisible infrastructure of behaviours, processes and decisions that shapes every interaction and every outcome. The organisations that thrive in the future won't necessarily be those with the best products. They'll be the ones that place customer experience at the centre of how the entire organisation operates.
August 28 · 29 min
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. As workplaces become increasingly age-diverse, it can be tempting to explain differences in employee expectations, behaviours and experiences through generational labels. But how much of what we think we know about different generations at work is actually true? Drawing on Ipsos research, Bhavna and Emily unpack some of the most common generational myths: from assumptions about younger employees and technology, to what different age groups really want from work and how they perceive one another. They explore why differences attributed to generation may instead be shaped by factors such as tenure, life stage, career stage and role. Listen to discover what this means in practice for organisations and leaders, from challenging assumptions and creating more open dialogue, to designing employee experiences around what people actually need rather than the labels we assign to them. This episode offers practical insights for organisations looking to better understand their workforce, rethink how they segment their people and build a more inclusive and personalised employee experience.
August 13 · 30 min
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 President, Client Experience Practices at TD Bank, and Mario Caceres, Client Partner at Ipsos Canada, for a conversation on the evolving role of customer experience in financial services. As competitive pressures grow, in a challenging context and digital-first challengers reshape customer expectations, Andrea shares how TD Bank is pursuing its ambition to become the “undisputed leader” in customer experience. The discussion explores the bank's shift to journey-led thinking, the importance of understanding customers' life moments rather than products and channels, and how TD is bringing its brand promise of being “Remarkably Human, Refreshingly Simple” to life. Together, Helen, Andrea and Mario discuss the growing importance of emotional connection, the balance between AI and human interaction, and why the future of banking will belong to organisations that combine technology, trust and empathy to help customers navigate an increasingly complex world. A must-listen for CX leaders looking to create meaningful differentiation through experience.
June 18 · 38 min
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 Terry Jacobson, Founder of Oola Lab, a craft neuroscent studio that designs fragrances to influence mood, cognition, and emotional balance. • Annamaria Foldes, Head of Mystery Shopping and MSU at Ipsos Switzerland, an expert in retail and luxury execution. Together, they unpack the fascinating science behind olfaction, revealing how bypassing the rational brain to trigger immediate emotional connections can dramatically improve advocacy, satisfaction, and your Return on CX Investment. What You’ll Learn in This Episode: • The Neuroscience of Memory & Emotion: Discover why humans process scent directly within the limbic system, allowing us to recall sensory memories from early childhood with vivid, mouth-watering clarity. • Sensory Branding in Action: Go behind the scenes of real-world experience scripts, including translating Singapore's "Garden City" identity into a signature orchid scent for Changi Airport, using fragrance to truncate the perceived travel time for public transit commuters, and crafting intentionally terrifying aromas for Universal Studios' Halloween Horror Nights. • Elevating Healthcare, Retail, and the Workplace: Learn how sectors are shifting from clinical sanitisation to holistic wellness; such as how a private hospital successfully utilized outdoor fragrance profiles to transition its brand image from a clinical space to a restorative, hotel-like environment. "When it’s designed well, scent doesn’t shout. It becomes a natural part of the experience, of the environment. And it becomes a brand asset." — Dan Terry Jacobson Whether you are a customer experience professional, an employee experience leader, or a retail design expert, this episode offers vital insights into creating authentic, collaborative, and human-centric spaces that resonate on a biological level.
May 8 · 39 min
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 listening strategies and move beyond simply measuring engagement. James reflects on how listening has evolved from the traditional annual engagement survey into a broader ecosystem of pulse surveys, lifecycle listening, always-on feedback, passive listening, people analytics and conversational AI. Together, they discuss why the annual census still has a role to play, but why organisations need to be more intentional about matching their listening approach to their maturity, decision-making cadence and ability to act. The conversation explores the shift from listening as a measurement exercise to listening as a strategic business capability. James shares why the greatest value comes when organisations connect employee experience data to customer, operational and commercial outcomes, and why listening should start with the question: “What decision are we trying to make?” They also unpack the future of employee listening, including lifecycle listening, AI-enabled insights, synthetic personas, passive signals and the growing importance of testing, experimentation and evidence-based practice in HR. Key takeaways from the episode: - Listening is not the goal, action and improvement are the goal. - More frequent listening only creates value when organisations have the capability to respond. - The biggest risk is not survey fatigue, but inaction fatigue. - Employee listening should be linked to business priorities, customer outcomes and workforce planning. - AI and synthetic personas could help organisations test messages and interventions before rolling them out more widely. This episode offers practical advice for anyone looking to build a more mature, strategic and impact-led employee listening programme.
April 23 · 27 min
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 into the critical elements to consider when designing an effective mystery shopping programme. The conversation emphasises the importance of starting with clear business objectives to create questionnaires that yield actionable insights, and frames how mystery shopping uniquely excels in providing objective assessments of store and employee performance. With this type of data being well suited to comparisons alongside other commercial metrics, Andy explores the other key considerations, from how to develop robust sample sizes through to the importance of meticulous shopper preparation - all outlining how elements such as these contribute to reliable and impactful mystery shopping outcomes.
April 16 · 36 min
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 Bland, Commercial Director for Travel, Hospitality and Leisure, to explore the critical intersection of Environmental, Social and Governance (ESG) principles and customer experience. Why ESG Matters for CX Despite headlines suggesting companies are retreating from sustainability commitments, the reality tells a different story: 87% of companies actually increased their ESG investment in 2025. Meanwhile, 78% of customers agree we're heading toward environmental disaster without rapid change. The challenge? Customers feel overwhelmed and expect brands to take the lead. This creates a powerful opportunity for CX leaders to differentiate through meaningful ESG integration that enhances, rather than compromises, the customer experience. Three Key Insights 1.Mind the Say-Do Gap While public ESG communication has quietened, private action continues. But be aware: if you promise sustainable practices, you must deliver consistently. Misaligned frontline incentives can break promises and erode trust through cognitive dissonance. 2.ESG is the Tiebreaker That Pays Sustainability won't override core experience factors, but it decides close calls. Research shows that customers, particularly those in luxury tiers, will pay up to 30% more for genuinely sustainable experiences. And the Ipsos CX Force "Belonging”, doing good for people, society, and planet, directly drives advocacy and retention. 3.Shift From Morality to Materiality Move beyond "it's the right thing to do" to "it's a business imperative." Frame sustainability around customer benefits, adopt a service mindset "we'll do it for you" beats "you should do it", and remember: even climate sceptics adopt sustainable behaviours when they save money. On the podcast we discussed our CX paper on ESG https://www.ipsos.com/en-uk/embedding-esg-experience If you’d like to reach out and discuss how Ipsos can help to connect your CX strategy with ESG goals, reach out to Helen, Sue and James.
April 2 · 43 min
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 America and Cyrille Dagorn, CX Service Line Leader, Ipsos BVA in France as they delve into the exclusive insights from our recent Global Voices survey. Where only 57% of organisations report consistently delivering customer experiences aligned with their brand promise. They explore the shifting landscape of customer and employee experience (CX & EX) and discover how well you’re keeping pace in a rapidly evolving world. What’s Inside This Episode: • Fresh Insights: Uncover the newest trends and changes in experience priorities from our extensive global research. • Global Perspectives: Gain insights from our Ipsos experts in France, Latin America, and the US as they share regional differences and common global themes. Whether you’re addressing employee experience challenges, refining customer journeys, or simply seeking an understanding of the current and future experience landscape, this podcast episode provides actionable insights. 'Want to check out some additional insights from our Global Voices of Experience 2026 survey?' Download the survey report: What keeps CX and EX leaders up at night? | Ipsos
March 11 · 48 min
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 and Equity, Diversity and Inclusion Lead at Ipsos Canada, as they explore why women's health is becoming impossible for organisations to ignore. Menstruation, menopause, fertility, pregnancy loss, experiences that shape how women navigate work, yet are rarely discussed openly. Grace and Hannah share the personal moments that sparked their advocacy, and why silence comes at a cost. They discuss what it really takes to move from awareness to action, the cultural barriers that persist, and one bold initiative that gave male leaders a taste of what many women experience daily. Hannah also shares how Leeds Building Society is putting policy into practise, from tailored support and resources to creating a culture where colleagues feel genuinely seen and supported at every life stage. The conversation touches on allyship, intersectionality, and the role of data in driving meaningful change, along with honest reflections on pushback, progress, and what's still left to do. This episode offers candid insights and a compelling case for why listening to women's health experiences isn't just the right thing to do, it's essential for building workplaces where everyone can thrive.
February 19 · 31 min
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 success. The latest episode of the Ipsos Experience Perspective Podcast provides an in-depth exploration of cutting-edge strategies and insights centred around the role of customer advocacy as a key driver in the acquisition of new customers. Host Helen Bywater-Smith chats to Lorraine Rough and Jean Francois Damais about the recent R&D and paper they have authored “Advocacy Ripple Effect” which found: - Emotionally connected customers recommend brands 4x more often - Recommendations directly influence 1 in 3 new customer acquisitions - Referred customers have a higher lifetime value and refer more new business The podcast redefines the scope of Customer Experience (CX) by emphasising its crucial position not only in retaining existing customers but also in creating advocate-driven growth. CX leaders will benefit from understanding how to leverage moments of service recovery and effective onboarding to foster moments of loyalty and advocacy. Listen to the full episode and embark on a journey to reshape your customer experience initiatives into a catalyst for growth.
February 4 · 37 min
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 explore what it really takes to move from running employee surveys to becoming a genuinely insight-led employee experience professional, while successfully operating in a highly unionised, works-council-led environment. Drawing on his journey from academic psychology into large-scale organisational research, Albrecht reflects on how his role evolved from being highly operational to becoming deeply strategic, political, and people centred. Together, they unpack what “insight-led” means in practice, particularly within a complex, state-owned organisation, where unions and works councils play a critical role in shaping employee experience programmes. The conversation goes beyond theory, offering a candid look at trust-building, stakeholder partnership, and the realities of designing and running employee listening programmes in environments shaped by strong external influence and competing priorities. Albrecht explains why operational excellence is necessary but not sufficient, how letting go of the “survey manager” identity creates space for strategic impact, and why genuine connection (across hierarchy levels, functions, and perspectives) is the foundation of effective employee experience. Key takeaways from the episode: 1. Operational excellence is essential, but impact comes from translating employee data into insight that leaders understand, trust, and act on. 2. Insight-led practitioners must connect shop-floor realities with C-suite priorities, acting as interpreters rather than just analysts. 3. Early involvement, honesty, and shared ownership turn works councils into ambassadors rather than blockers of EX programmes. 4. Long-term success depends on open dialogue, clear boundaries, and the willingness to say no, while maintaining respect and transparency. This episode is essential listening for anyone running employee listening or experience programmes in complex, unionised organisations and for EX professionals looking to elevate their role from execution to strategic influence.
January 15 · 30 min
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 different roles that Mystery Shopping can play for businesses and organisations, in the company of Craig Bradley, Global Service Line Leader for Channel Performance at Ipsos. In this episode, Craig shares how ‘Real people, going to real places, to deliver real impact’ sits at the heart of the work Ipsos do, and provides insights on the Ipsos ‘Better Promise’. Learn how these approaches not only help the clients we partner with to identify and measure the ‘moments of truth’ within their customer interactions, but also how this data enables clients to develop strategies to further improve their performance and elevate their levels of customer service. Please use the link below to learn more: Channel Performance | Ipsos
Dec 16, 2025 · 29 min
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 ask, and that real impact comes from the governance that surrounds your listening ecosystem. In this episode, we reset survey programmes for 2026 by treating surveys as a designed service and a true part of the customer journey. Host Helen Bywater‑Smith is joined by Mariam Nabilsi, SVP, Ipsos CX Canada. Together they apply a service design mindset to the entire survey micro‑journey—from invite timing and value exchange to mobile‑first flow, thank‑you and follow‑up—so your measurement drives action, not fatigue. Tune in to learn how to blueprint your survey experience, visualise from the customer perspective, set smart KPIs, and streamline questions to improve response, completion, and trust. Reset your CX programmes for 2026, kick off the year right and unlock the Experience Advantage.
Nov 27, 2025 · 24 min
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 into strategic, future-focused partners. Drawing on insights from Ipsos 2025 Empowering People Teams report, they discuss the shift from transactional HR to influencing organisational priorities and shaping long-term success. Ena and Bhavna talk about the importance of turning culture into observable behaviours, and why financial fluency and strategic courage are essential for earning credibility at the decision-making table. The conversation also looks at today’s talent landscape, from the rise of skills-based hiring to the need for building capability within existing teams and creating meaningful, growth-oriented work environments that attract high performers. They touch on future readiness, the growing role of AI and the powerful combination of artificial and human intelligence in elevating impact across organisations. This episode provides strategic depth, practical guidance and a bold vision for how HR and People teams can lead organisations into the future: stronger, smarter and more human.
Nov 7, 2025 · 27 min
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 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.
Oct 22, 2025 · 31 min
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 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.
Oct 9, 2025 · 29 min
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 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.
Jul 28, 2025 · 51 min
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 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.
Jul 21, 2025 · 34 min
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 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.
Jul 14, 2025 · 32 min
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 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.

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