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Back To School With Ipsos Reid
Presentations / Loyalty
Detailed Agenda
8:45 – 9:15am
Opening Plenary Session: Latest Trends in Research
BIG picture, what is happening? At Ipsos we are fortunate to be able to work across many different countries, sectors, categories and clients. This provides us with a somewhat unique vantage point and an opportunity to pause, look backwards and take stock. Before we move ahead at full speed, let's consider the stream of commercial, cultural, political, economic and technological trends that seem to be flowing at us and around us. Steve Levy, President of Ipsos Reid East will kick off the day with a glimpse into ten trends that will make you smile, cause you some concern, create disbelief and hopefully spark lots of discourse.
A. Measuring Bricks and Mortar Performance
There's nothing like being there to know what is happening in your retail network. To know if programs are being executed the way you intend them to be. To know if service standards are being met. To know how your customers are interacting with your retail environment and physical space. You can't be everywhere at once but there is a solution – technologies and capabilities exist to provide you with the information you need to manage and maximize the effectiveness of your bricks and mortar network. During this session attendees will learn how leading organizations are lifting sales and raising the customer experience bar.
B. Optimizing Innovation
Which new innovation over the past 5 years has really changed your life and what was so different about it? How do companies develop new products that are truly innovative and are products consumers invite into their lives? Successful innovation is a process based on more than luck: during this session we will uncover new consumer insights and show you how they can be developed into winning innovation with our end-to-end innovation process.
A. What's New with Mobile?
While mobile is not new, there is still so much to learn. This session is designed to provide an understanding of the dynamics of the mobile landscape in Canada by sharing highlights from Ipsos Mobil-ology – a study of Smartphone, Tablet and eReader users in Canada – as well as Ipsos Mobile Payments – a study of mobile payment attitudes and behaviours in Canada and around the world. Beyond understanding mobile penetration, market share, related behaviours and attitudes, mobile also presents an opportunity for you as a platform for data collection. Does mobile-based research fit your needs? Join this session to understand what you need to consider: when is mobile research appropriate? How can it be leveraged through passive or active research techniques using both Qualitative or Quantitative methods? And most importantly, what benefits does this in-the-moment opportunity present over other more traditional alternatives?
B. Customer Experience
Customer journey mapping allows organizations to capture the details of the customer experience, attitude and behaviour in map form in order to guide customer experience improvement. During this session led by John Carroll III (Global Head of Ipsos' Customer Experience Practice), you will learn how a national retailer employed customer journey mapping to identify pain points, moments of truth and moments of delight and applied the learning for improvement of its customer shopping experience.
11:20 – 12:30pm
Closing Plenary Session: Communities
In this lively panel session, you will hear from and ask questions of representatives of three leading companies – Avon, BMO Bank of Montreal and Kraft – that are using Custom Panels or Communities to deeply understand their customers and the market. With input from our panelists, we will discuss what a Community is, how access to Communities has grown in marketing, and how they are being used. Why are companies choosing to conduct research and innovation through Communities? What are Communities not appropriate for? What advice do they have for those who have not yet had experience with this growing source of communication and knowledge? This plenary session will be of interest to both those who already have a custom panel in place and those who are considering building one.
