The Experience Perspective: An Ipsos Podcast

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!Questions/Comments: ExperiencePerspective@Ipsos.comwww.ipsos.com

The Experience Perspective: An Ipsos Podcast is a business podcast hosted by Ipsos, with 92 episodes on record and a Required Pod Score of 80.

Ipsos hosts The Experience Perspective: An Ipsos Podcast, a business show with 92 episodes published.

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  The Experience Perspective: An Ipsos Podcast

  Season 10, Episode 4: Internal Communications: from broadcasting to better connection

  Oct 1, 202639 min

  Join Bhavna Sawnani as she explores the critical role of internal communications in shaping the employee experience with Tsara Smith , Senior Consultant in the Internal Communications team at Ipsos UK. In a world of hybrid working, constant change and information overload, simply communicating more isn’t the answer. Bhavna and Sarah explore what effective internal communication really looks like, from building trust through honesty and authenticity, to making communication more relevant, purposeful and human. Together, they unpack the crucial role leaders and managers play in helping employees make sense of organisational messages, why choosing the right channel starts with understanding the outcome you want to achieve, and how organisations can better reach frontline and non-desk employees. They also explore the growing role of AI and why technology will never replace the need for genuine human connection. Listen to discover practical ways to move beyond one-way communication and create an internal communications approach that helps employees understand where the organisation is going, why it matters and what it means for them. This episode offers practical insights for organisations looking to strengthen internal communications, build trust and use measurement to focus their efforts on the communication that truly makes a difference.

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  The Experience Perspective: An Ipsos Podcast

  Season 10: Episode 3 Customer Experience Isn't a Programme. It's an Operating System.

  Sep 17, 202638 min

  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.

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  The Experience Perspective: An Ipsos Podcast

  Season 10, Episode 02: Generations at Work: Moving Beyond the Stereotypes

  Aug 28, 202630 min

  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.

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  The Experience Perspective: An Ipsos Podcast

  Season 10, Episode 1: Making Banking More Human How TD Bank is Using CX to Differentiate Through Empathy, Simplicity and AI

  Aug 13, 202631 min

  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.

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  The Experience Perspective: An Ipsos Podcast

  Season 9, Episode 10: The Neuroscience of Scent in Experience Design

  Jun 18, 202639 min

  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.

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