Ipsos' Customer Perspective

About 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

Publisher

Ipsos

Category

business

Language

en

Explicit

No

First episode

16 Apr 2020

Latest episode

15 Oct 2026

Latest episodes

102 episodes in the feed.

1. 

   15 Oct 2026

   Season 10, Episode 5: The Rules That Make Us: Why Culture Matters in CX and EX

   In this episode of Ipsos Experience Perspective, Helen Bywater-Smith (https://www.linkedin.com/in/helen-bywater-smith-4819b9126/) is joined by Oliver Sweet (https://www.linkedin.com/in/oliver-sweet/), Head of Ethnography at Ipsos and author of The Rules That Make Us: How Culture Shapes the Way We Act, Think, Believe and Buy. Together, they explore a question that sits at the heart of both customer and employee experience: how much of what we do is shaped not by individual psychology, but by culture itself? And in turn how does CX and EX influence culture itself? From Disney parks and airports to workplaces, brands and AI, the conversation examines how identity, community and belief systems influence behaviour, expectations and the experiences we value most. Oliver shares insights from his Cultural Trinity framework and discusses why symbolism, ritual and belonging may matter just as much as convenience and efficiency in shaping meaningful experiences. Whether you're a CX leader, EX practitioner or simply curious about how culture influences the choices we make every day, this episode offers a fresh perspective on the forces shaping modern experience design.

2. 

   1 Oct 2026

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

   Join Bhavna Sawnani (https://www.linkedin.com/in/bhavnasawnani/)as she explores the critical role of internal communications in shaping the employee experience with Tsara Smith (https://www.linkedin.com/in/tsara-smith-711a1a2a/), 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.

3. 

   17 Sept 2026

   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 (https://www.linkedin.com/in/helen-bywater-smith-4819b9126/) speaks with Mickael Subileau (https://www.linkedin.com/in/mickael-subileau-1a331a47/) , Global Customer Experience Manager, Janice Kaiser (https://www.linkedin.com/in/janice-kaiser/), Customer Experience Project Manager, and Eva Rodriguez (https://www.linkedin.com/in/evarodriguezcampos/), 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.

Who has been a guest on Ipsos' Customer Perspective

Names identified in recent episode analyses. Showing up to five guests.

• Robert Herr
• Vivienne Tang
• Antonio Teixeira
• Felicitas Morhart
• Nóra Demeter

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

3.7 / 5

3 ratings

Spotify

5.0 / 5

2 ratings

Podcast Authority Score: 28 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

43

Social presence

0

YouTube

0

Engagement

31

Contact Ipsos' Customer Perspective

Guest appearances

Does not typically book guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.

Questions about Ipsos' Customer Perspective