Ipsos creates new CX and EX division in Australia

The new structure will see Ipsos amalgamate its EX and CX business units into a single team for Australia.

The new team is a consequence of Ipsos’ recent acquisition of Big Village Australia, which provides CX and EX services.

As part of the formation of the new unit, Melissa Yow has joined as director of CX in Australia, Rollo Grayson has been appointed director in the Australian CX advisory team and Bhavna Sawnani was named account director in the EX team.

Sawnani (pictured left) has transferred from the Ipsos UK EX consulting team and has a background in culture programme development, employment engagement strategy design and activation.

Yow (pictured centre) was previously general manager of CX advisory at Forethought, where she spent almost a decade, with experience working across industries including finance, fast-moving consumer goods, utilities, transport, leisure, not-for-profit organisations and state government authorities.

Grayson (pictured right) joins Ipsos from Vodafone New Zealand, where he was head of customer strategy and insights, with experience in financial services, business to business, telecommunications, automotive and energy.

Wendy McInnes, Ipsos director, customer and employee experience, said: “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.”