Ipsos Australia has merged its customer experience (CX) and employee experience (EX) divisions, creating a unified Customer and Employee Experience (CEX) division to deliver a more impactful and cohesive service offering. This strategic move is supported by three senior appointments aimed at enhancing the division’s capabilities.
After acquiring Big Village Australia last year, Ipsos has leveraged the expertise of Big Village’s specialists to broaden its service suite, offering comprehensive insights that bridge the CX and EX domains. The newly integrated CEX division is positioned to deliver greater value to clients by providing a holistic understanding of the human experience within organizations.
The new senior hires include Melissa Yow, appointed as Director of Customer Experience. Yow, who brings 15 years of consulting and research experience, specializes in CX measurement and advisory services. She previously served as General Manager of Customer Experience Advisory at Forethought.
Rollo Grayson joins as a Director within the CX Advisory Team, bringing international experience across Australia, New Zealand, the UK, the US, and Europe. His expertise lies in helping organizations leverage CX programs for strategic business transformation and growth.
Bhavna Sawnani, who has transferred from Ipsos UK, steps into the role of EX Team Account Director for the Australian business. Sawnani’s background spans culture program development and employee engagement strategy, with experience in both public and private sectors.
Wendy McInnes, Ipsos Director of Customer and Employee Experience emphasized the importance of understanding people as both employees and customers in today’s competitive market. She highlighted that the integration of the CX and EX divisions, coupled with the appointment of experienced leaders, will enable Ipsos to provide fully integrated, high-quality insights to help businesses thrive.
“Our CEX team, now bolstered by the appointments of Melissa, Rollo, and Bhavna, brings together a wealth of knowledge across CX and EX strategy and activation. I’m confident they will uphold the high standards of our insights and drive continued success for our clients,” said McInnes.
