“Your NPS has gone up—So Freakin’ what?” with Jamie Thorpe of IPSOS

Today host Adam Dorrell talks to the outspoken recent winner of a CX Star award, which recognises excellence in industry professionals. He’s the guy that coined the phrase “the So-What of CX”.

His name is Jamie Thorpe, and he’s been in CX for more than 20 years.  The majority of his career has been spent in Client Success/Service previously holding two board-level positions and is now Head of Experience Management at Ipsos.  Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services, and Delivery.  He is an industry-recognized CX leader in the UK.  His in-depth CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.

Jamie talks on the podcast about the 4 key things a CX program needs to do: 

1. Communicate
2. Educate
3. Measure
4. Reward (as in “what’s in it for me?”)

 And if you can’t do that, you have that “So What?” moment. 

A key stat from Jamie is that 86% of people will pay more for a better experience - 20 to 25% more. Jamie explains how this is built into the Ipsos Roxy Model  - the Return on CX Measurement.

Crucially Jamie talks about how democratizing is critical - “Show me a 50 slide deck that's thrown out to 1000 senior leaders and then wonder why no one reads it -  because you've got to tell stories, think about videos, infographics, create creative ways that are going to grab people's attention.” 

 

This episode contains some strong language. And two Brits, so it’s quite fruity. You have been warned!