Ipsos Australia and New Zealand has announced the appointment of Richard Korn as managing director of Ipsos Loyalty, the customer experience (CX) arm of the market research company.
The appointment sees Korn return to Ipsos from Hong Kong after a two-and-a-half-year stint with CX agency Albatross Global Solutions, where he was country manager.
Korn has previously held several roles with Ipsos in the UK and Hong Kong, including Asia Pacific client director, director and division head of CX, associate director of CX, and research manager.
Korn has more than 14 years’ experience working in research, specialising in CX, including enterprise feedback management and mystery shopping.
At Ipsos Loyalty, Korn will a team that helps clients understand how their brands and staff are engaging with customers and how to improve that experience.
Its services include CX management and voice-of-the-customer programs, advisory, mystery shopping, journey mapping and relationship surveying to help drive customer centricity across organisations.
Simon Wake, CEO for Ipsos’ Australian and NZ operations, said: “Richard brings a wealth of experience to lead Ipsos Loyalty as our clients continue to seek ways to improve their customer experience, to not only deliver great experiences, but to also drive acquisition and recommendation.
“Richard’s knowledge and skills in this important area will be invaluable for businesses looking to transform their customer experience.”
Commenting on his appointment, Korn said: “It’s great to come back to Ipsos at what is an exciting and pivotal time for the whole notion of CX.
“Voice-of-customer programs are growing exponentially, as companies recognise that they need to live and breathe customer centricity, genuinely putting the customer at the heart of everything they do.
“Organisations across ANZ are at different levels of readiness along this journey, and it’s our responsibility to help them drive the positive change needed to ensure their differentiation in the marketplace.”
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