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The UK CX Report: A Deep Dive into our Research Findings

In this episode we’re joined by Jean-Francois Damais, Global Chief Research Officer and Jamie Thorpe, Head of Experience Management (XM) at Ipsos.

Following the publication of the UK CX Report, we’re delighted to delve deeper into the research findings from this unique cross-industry study carried out by Engage Customer and Ipsos.

Listen now for analysis and insight into the findings that will help your organisation to focus on what matters most to the customer.

Our 2023 study covered:

  • 9,408 experience evaluations
  • 5,000 UK consumers
  • 7 industries: automotive, mobile phone, insurance, current account, retail (bricks and mortar), restaurants, and holidays (including third-party booking sites)
  • 73 touchpoints
Jean-Francios Damais

Jean-Francios Damais

Ipsos Global Chief Research Officer
Jean-Francois is Global Chief Research Officer at Ipsos, for Customer Experience. He has 15+ years of experience in helping brands measure and manage customer relationships across a wide range of sectors and geographies. Jean-Francois has led the development and global roll-out of several innovative solutions in the CX area, authored several papers, and regularly speaks at conferences.
Jamie Thorpe

Jamie Thorpe

Ipsos Head of Experience Management (XM)

Jamie is a CX professional with over 20 years’ experience.  The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos.  Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery.  He is industry recognised as a CX leader in the UK (#3 in 2022).  His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.

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