Tag: <span>Customer Experience</span>
Ipsos: Only 13% of orgs reach leading CX maturity
Only 13% of organisations reach leading CX maturity, while 57% deliver their brand promise, Ipsos finds. The gap is a capability problem.
Why gold loan renewals catch first-time borrowers by surprise
Renewal sounds like a formality, but lenders often treat it as a fresh credit decision with new checks, charges and revised terms.
The CMO Signs the Ads. The CEO Signs the Brand
Why Tony Hsieh built Zappos without call scripts or call-time targets—and why the CEO, not the CMO, signs the real brand. A…
Only 57% of Brands Consistently Deliver Their Experience Promise
Ipsos's latest Experience Perspective season offers a sharp warning: only 57% of organisations deliver the experience their brand promises. Here's how to…
How Washington Mutual’s Brochures Beat Its Ads
A Washington Mutual story from the early 2000s shows why unglamorous collateral, not award-winning campaigns, moved customer deposits and built the brand.
Why AI Personalisation Still Needs a Human Touch in Insurance
Why more insurance choices leave buyers less confident, and why AI personalisation still needs human trust to close the decision gap.
Trust, not tech, is the real AI adoption barrier
New Ipsos data across 23 markets shows emotional connection, not AI capability, drives customer adoption. Trust is the real barrier.
Why AI Efficiency Alone Won’t Fix Customer Experience
Ipsos research across 23 markets shows 48% of interactions feel ‘Nothing Notable’. Frictionless AI doesn’t build loyalty; emotional peaks do.
Leadership Churn Signals a Reset in How Brands Are Built
From Adobe's CEO handover to Parle Biscuits' new chief, this week's leadership moves reveal what brands now value: AI fluency, experience and…