Tuesday, September 17, 2019
11:00 AM - 12:00 PM ESTWhere
Customers make decisions about brands that directly impact the bottom line: share of spend, retention and advocacy and are all crucial outcomes that you need to enhance to create sustained revenue growth or brand loyalty.
Ipsos has previously demonstrated that beyond the commonly-cited functional elements of customer experience (ease, speed, simplicity etc.), emotional attachment was key to driving customers’ brand choice and therefore an organisation’s financial performance.
In this exclusive webinar, Ipsos’ Chief Research Officer, Jean-Francois Damais, will reveal the findings of its latest groundbreaking research, which identifies the five building blocks of an emotional customer-brand connection and how they vary in importance by sector.
Learn how to engage your customers around the ‘Five Forces of CX – the science of strong relationships’ to forge stronger emotional relationships, deliver customer experiences that drive a true return and provide a lasting competitive advantage.Jean-Francois Damais
Chief Research Officer
Jean-Francois is Chief Research Officer at Ipsos, for Customer Experience. He has more than 15 years of experience in understanding and measuring service brands and customer relationships across a wide range of sectors and geographies. Jean-Francois has led the development and global rollout of several innovative solutions in the CX area, authored several papers, and regularly speaks at conferences. He heads up an international team specialised in the modelling of both structured and unstructured data.