Ipsos has rolled out an integrated Australian CEX (customer and employee experience) division.
Under the new structure, Ipsos will integrate its employee experience (EX) and customer experience (CX) business units in Australia into a single CEX team.
A newly integrated team, which is a result of Ipsos’ recent acquisition of CX and EX specialists Big Village Australia, will offer a comprehensive suite of services, providing high-quality, rigorous insights that connect CX and EX.
Ipsos also announced three senior CX and EX specialists will join the division, with Melissa Yow as director of customer experience in Australia, Rollo Grayson as director in the Australian CX Advisory team and Bhavna Sawnani as account director in the EX team.
Yow brings 15 years’ consulting and research experience to Ipsos, specialising in all aspects of CX measurement, including customer journey mapping, persona creation and advisory services. Yow comes to Ipsos from nearly a decade at Forethought, where she was GM of customer experience advisory.
Grayson has worked in CX and marketing roles across Australia, New Zealand, the UK, the US and Europe. His expertise lies in helping organisations leverage their CX programs to drive strategic business change and growth. He comes to Ipsos from Vodafone New Zealand, where he was the head of customer strategy and insights.
Sawnani, who has transferred from the Ipsos UK EX consulting team, has nearly a decade of EX experience. She has worked for both private and public organisations across a range of sectors in the UK, including healthcare, transport, financial services and government. She brings an extensive background in culture program development, employment engagement strategy design and activation, which will enhance the Australian EX team’s employee experience design and consulting capabilities.
Ipsos' director of customer and employee experience, Wendy McInnes, said the CEX division and senior team appointments follows the growing demand from clients for a total understanding of the human experience with corporations and service providers.
“We recognise that understanding people as both employees and customers is crucial for success, and this new team connects our individual CX and EX spaces to enable businesses to truly thrive in today’s competitive market," she said.
“Together, they bring a combined 40 years’ CX and EX experience to the business, with a wealth of knowledge across the full gamut of CX and EX strategy and activation. I’m certain they will continue to maintain the rigour and high-quality insights of our CX and EX space and use their vast expertise to offer a fully integrated experience for both new and existing clients.”
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