Post on 06-Aug-2020
© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may
not be disclosed or reproduced without the prior written consent of Ipsos.
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YOU CANNOT AFFORD
CX TRENDS
Stephen Yap
TO IGNORE
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Customers have been spoiled. Thanks to
companies such as Amazon and Apple,
they now expect every organization to
deliver products and services swiftly,
with a seamless user experience.”
McKinsey & Co.
LIQUID
EXPECTATIONS
© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may
not be disclosed or reproduced without the prior written consent of Ipsos.
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IMPLICATIONS
Changing
competitive set
Expectations evolving
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FROM PRODUCTS
TO SERVICES
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FROM PRODUCTS TO SERVICES
© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may
not be disclosed or reproduced without the prior written consent of Ipsos.
6
IMPLICATIONS
Personalisation
at scale
From distribution to
relationships
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SEARCH FOR
SIMPLICITY
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66%Say they wish
their life was simpler
54%Often feel overwhelmed
by choice
Ipsos Global Trends Survey : Base size: 18,180 adults across 23 countries
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SEARCH FOR SIMPLICITY
© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may
not be disclosed or reproduced without the prior written consent of Ipsos.
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IMPLICATIONS
Customers seek control
and certainty
Brands as
curators
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BEHAVIOURAL ENGINEERING
AT SCALE
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BEHAVIOURAL ENGINEERING
© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may
not be disclosed or reproduced without the prior written consent of Ipsos.
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IMPLICATIONS
Nudges and heuristics in
experience design
Ubiquitous A/B testing
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AUTHENTICITY
VS
PERFECTION
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ITS MOMENTS THAT MATTER…
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A CUSTOMER JOURNEY LIKE NO OTHER…
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A CUSTOMER JOURNEY LIKE NO OTHER…
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© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may
not be disclosed or reproduced without the prior written consent of Ipsos.
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IMPLICATIONS
Embrace the good pain
Single-minded focus on
Brand Purpose
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Thank you.Stephen.Yap@ipsos.com