We are delighted to welcome Darren George of Samsung, along with our most loyal Customer Perspective Ipsos guest, Jamie Thorpe, Head of Experience Management.  We’re always glad to have Jamie back, as he brings with him such great guests! Darren packs an enormous amount into this week’s podcast, including, but not limited to, the role of CX at Samsung, renowned for the fast pace at which it operates – and the resultant rewards of focussing on CX, expectations of Samsung’s customers and how the organisation delivers on their brand promise – via the front line and back office – and how brand and experience come together.  Plus, there’s lots of discussion about the importance of a single view of the customer across channels – physical, digital and contact centre – and along the customer journey.  Of course, we cover how CV has evolved and what’s coming down the tracks.
Read more about a couple of points covered: When Difference doesn’t mean Different: Understanding cultural bias in global CX programmes | Ipsos and hot off the press: The Key To Your CX Success | Ipsos: Finding the right Customer Experience KPI for your business.
Find out more about Customer Experience, and Channel Performance: Mystery Shopping, Retail Performance and Retail and Consumer Intelligence at Ipsos, and read about our latest thinking.