Ipsos restructures customer and employee experience offering, makes three senior hires
Ipsos Australia has integrated its customer experience (CX) and employee experience (EX) divisions to create one single, stronger offering, with three senior appointments to bolster the new CEX division.
Having acquired insights business Big Village Australia mid-last year, the market research company has been able to utilise Big Village’s specialists to offer a more comprehensive suite of services, providing high-quality insights that connect CX and EX.
The integrated CEX division is designed to deliver greater impact for clients.
Ipsos Australia has made three senior hires to lead the division, in Melissa Yow, Rollo Grayson and Bhavna Sawnani.
Yow joins as director of customer experience, bringing 15 years of consulting and research experience. With a specialty in CX measurement, including customer journey mapping, persona creation and advisory services, she will build on Ipsos’ existing offering.
She joins after nearly a decade at Forethought, where she was GM of customer experience advisory.
Grayson comes to the business as a new director in the CX advisory team, with experience across Australia, NZ, the UK, US and Europe under his belt.
His expertise lies in helping organisations leverage their CX programs to drive strategic business change and growth.
Meanwhile, Sawnani has transferred from the Ipsos UK EX consulting team, and joins the Australian business as an EX team account director.
Yow, Grayson and Sawnani
She has worked for both public and private organisations across a range of sectors, with background in culture program development, and employment engagement strategy design and activation.
“Today’s announcement of our new CEX division and senior team appointments follows the growing demand from our clients for a total understanding of the human experience with corporations and service providers,” said Wendy McInnes, Ipsos director, customer and employee experience.
“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.
“Our CEX team has been bolstered by the appointment of Melissa, Rollo and Bhavna – 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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Lauren McNamara is the associate editor at Mumbrella, covering the creative and PR beat. She joined in November 2022 as editorial assistant, after completing a Bachelor of Communications (Journalism) at UTS.
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