Season 5: Episode 2 – Hear from Helen Campbell-Watt, Head of Wealth Client Insight & Experience at Coutts

Customer Perspective: An Ipsos Podcast

We are delighted to welcome Helen Campbell-Watt, a woman of many firsts, from Coutts, and Jamie Thorpe, our Ipsos UK Head of XM. Helen shares the genuinely fascinating story of Coutts, which was set up in 1692, and became one of the best-known private banks in the world. Serving the likes of royalty, politicians, business leaders…indeed, “history makers to penalty takers”, an incredibly diverse, high net worth customer base, with high expectations, brings, of course, unique challenges. But Coutts is an organisation where client focus comes from the top, has “culture embedded in the client”, and “the client is always on the agenda”; it has “3 metrics and client is one of them”.

Helen tells the story of Coutts’ incredible history, highlighting philanthropy and innovation (in 1963, for example, Coutts became the first British bank to use computerised accounts). But the story continues and we hear about Helen’s futures desires … with the metaverse firmly on that list. There’s no doubt about it, you will love listening to Helen and Jamie – and as a man who’s seem more than his fair share of exceptional Customer Experience, when Jamie’s impressed, you know it’s got to be special. And thank you, Helen, for those lovely comments about Ipsos!

Find out more about our latest Ipsos CX and Channel Performance thinking.