How often does this podcast release new episodes?

This podcast updates bi-weekly.

Where can I listen to this podcast?

This podcast is available on 8 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.

Does this podcast accept guests?

No, this podcast does not typically feature guests.

Ipsos' Customer Perspective

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by Ipsos

4.2(5 reviews)

97 episodes

Updated Bi-weekly

Accepts GuestsHas SponsorsLocation 🇬🇧

Podcast Authority

Beta

PoorBased on show quality, social media presence, reviews, charts, and more

Quality43

Social0

YouTube0

Engagement31

Learn more

Podcast Overview

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.com www.ipsos.com

Language

🇺🇲

Publishing Since

4/16/2020

Visit Website View on Apple Podcasts RSS Feed

🇺🇸 Charts #3

Outreach generated

Apple 142

Spotify 827

Instant mention tracking

Perfect fit!

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Podcast Authority

Beta

PoorBased on show quality, social media presence, reviews, charts, and more

Quality43

Social0

YouTube0

Engagement31

Learn more

Excellent Areas

Good Performance

Growth Opportunities

excellent

Episode Length

38 minutes

Performing excellently!

good

Show Notes Quality

3.0/5

Recommendations available

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needs improvement

Publishing Consistency

Every 24 days

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Recent Episodes

June 18, 2026

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

In this episode, host <a href="https://www.linkedin.com/in/helen-bywater-smith-4819b9126/" target="_blank" rel="noopener noreferer">Helen Bywater-Smith</a> sits down with two leading experts to explore an underutilized yet deeply powerful sensory touchpoint: scent. • <a href="https://www.linkedin.com/in/terryjacobson/" target="_blank" rel="noopener noreferer">Dan Terry Jacobson</a>, Founder of Oola Lab, a craft neuroscent studio that designs fragrances to influence mood, cognition, and emotional balance. • <a href="https://www.linkedin.com/in/annamariafoldes/" target="_blank" rel="noopener noreferer">Annamaria Foldes</a>, 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, 2026

Season 9, Episode 9: From Measuring Engagement to Driving Impact: Rethinking Employee Listening

Join <a href="https://www.linkedin.com/in/bhavnasawnani/" target="_blank" rel="noopener noreferer">Bhavna Sawnani</a> in conversation with <a href="https://www.linkedin.com/in/jamestarbit/" target="_blank" rel="noopener noreferer">James Tarbit</a>, 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, 2026

Season 9, Episode 8: Designed for Insight: Blueprints for Mystery Shopping

In this enlightening podcast episode join host <a href="https://www.linkedin.com/in/rob-rose-77100422/" target="_blank" rel="noopener noreferer">Rob Rose</a> as he talks with <a href="https://www.linkedin.com/in/andy-firth/" target="_blank" rel="noopener noreferer">Andrew Firth</a>, 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.

97 total episodes available

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Frequently asked questions

Have a different question and can't find the answer you're looking for? Reach out to our support team by sending us an email and we'll get back to you as soon as we can.

What is Ipsos' Customer Perspective?: 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.com

www.ipsos.com
How often does this podcast release new episodes?: This podcast updates bi-weekly.
Where can I listen to this podcast?: This podcast is available on 8 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
Does this podcast accept guests?: No, this podcast does not typically feature guests.

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