Ipsos launches integrated CEX division with senior appointments

Ipsos has revealed its integrated Australian CEX (customer and employee experience) division, along with three senior appointments. 

Under the new structure, Ipsos will integrate its employee experience (EX) and customer experience (CX) business units in Australia into a single CEX team, designed to deliver greater impact for clients.

The newly integrated team, which is a result of Ipsos’ recent acquisition of CX and EX specialists Big Village Australia, will offer a suite of services, providing high-quality insights that connect CX and EX.

Melissa Yow will join the business as director of customer experience in Australia, Rollo Grayson joins as director in the Australian CX advisory team, and Bhavna Sawnani becomes an account director in the EX team.

Yow brings 15 years of consulting and research experience to Ipsos, specialising in all aspects of CX measurement, including customer journey mapping, persona creation, and advisory services. Yow heads to Ipsos after nearly a decade at Forethought, where she was general manager of customer experience advisory.

Her experience spans various sectors, including finance, FMCG, utilities, transport and leisure, along with not-for-profit organisations, peak bodies, and state government authorities.

Grayson has worked in CX and marketing roles across Australia, New Zealand, the UK, the US, and Europe. He was previously at Vodafone New Zealand, where he was the head of customer strategy and insights.

Sawnani, who has transferred from the Ipsos UK EX consulting team, has nearly a decade of EX experience. She has worked for both private and public organisations across a range of sectors in the UK, including healthcare, transport, financial services, and government.

Wendy McInnes, Ipsos director of customer and employee experience said: "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.

“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."

The appointments are effective immediately.

See also: ABC topples news.com.au as top news brand, reaching 12.6 million Australians in June: Ipsos iris

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Top image: Bhavna Sawnani, Rollo Grayson, and Melissa Yow