With over one-third of Australian consumers having stopped purchasing from a company after a bad customer experience, the importance of prioritising customer experience for Australian businesses cannot be underestimated. To gain insights into consumers’ perceptions of what makes for CX excellence, we partnered with Swinburne University’s CXI Research Group to undertake our annual state of customer experience in Australia survey. This year’s CX research report: “The State of Customer Experience in Australia – Unlocking Consumer Trends for CX success” builds on data collected in our annua ..read more

  Media Release – April 4th, 2023: Research reveals that over one-third of Australian consumers have stopped purchasing from a business after a bad experience. A negative customer experience has a significant impact on whether consumers purchase from a company again – with over one-third of Australian consumers having stopped purchasing from a business in the past year after a bad customer experience, according to CPM Australia’s State of Customer Experience in Australia report released today. To better understand how consumers feel about the state of customer experience in Australia, an ..read more

  We are incredibly proud to share the news that our Retail Safari Microsoft Team won three Gold Awards plus the Pinnacle Award for Best Shopper Experience at 2021 Shop! ANZ Retail Marketing Awards. The Retail Safari-Microsoft Team won the four accolades for demonstrating excellence in innovation and implementation of a retail marketing program that successfully influences and enhances the shoppers’ journey not only in physical stores but also online. The Shop! Retail Marketing Awards showcase the creativity and success of the Australian and New Zealand retail marketing industry, with en ..read more

  CPM Australia has partnered with Swinburne University of Technology to offer rich industry-based learning opportunities to Master of Marketing students studying Services Marketing and Customer Management. CPM has long engaged with the university sector and the Customer Experience and Insight (CXI) Research Group at Swinburne to create value for our clients, employees and wider industry through the integration of academic thinking and business practice.   We have a dedicated focus on thought leadership research and education to provide expert insights into consumers and the se ..read more

  2020 saw unprecedented disruptions to shopping and consumption patterns. For Christmas, Australians found new ways to find and buy gifts for loved ones by embracing online shopping to keep the spirit of the season alive.  As we approach Christmas 2021 with the same challenges for retailers from COVID-19 restrictions and lockdowns, questions around what this year has in store for the retail holiday season abound. How has the pandemic changed Christmas shopper behaviour? Will people stay with online shopping? Our 2021 Christmas Shopping Intentions research answers these questions an ..read more

  With COVID-induced limitations around shopping, most Australians have become comfortable with the concept of moving seamlessly between physical and online channels for their shopping experience. Retail has responded by blurring the lines between physical and online stores, so they are not viewed in isolation anymore – the hybridisation of retail. This looks to be a change that is here to stay. With the rise of online and an unwavering passion for physical store experiences among consumers, retailers and brands that embrace the blur will find themselves increasingly well-positioned to r ..read more

2020 was a challenging year for everyone. Yet it was also a period of opportunities to fuel innovation and turn over strategies in a matter of days or weeks rather than setting monthly or annual plans. According to Precisely, almost 90% of organisations have updated their customer experience (CX) strategies in response to the pandemic. Shifting to new models in real time require a foundation: business agility. In an increasingly hyper-connected world, we’re seeing that consumers are demanding 24/7 multi-channel support and greater intimacy with brands. Trust, visibility, and immediacy are pre ..read more

2020 was a challenging year for everyone. Yet it was also a period of opportunities to fuel innovation and turn over strategies in a matter of days or weeks rather than setting monthly or annual plans. According to Precisely, almost 90% of organisations have updated their Customer Experience (CX) strategies in response to the pandemic. Shifting to new models in real time require a foundation: business agility. In an increasingly hyper-connected world, we’re seeing that consumers are demanding 24/7 multi-channel support and greater intimacy with brands. Trust, visibility, and immediacy are pre ..read more

As we approach the 2020 Christmas shopping season, questions around the impacts of COVID-19 on shopper behaviour abound. What will be the same as 2019? What will be different? What do we, as retailers, marketers and brands, need to be thinking about as we enter into the most important retail season of the year? To answer these questions and gain an understanding of Australian’s holiday shopping and purchasing behaviour before the gift-buying madness begins, we conducted an online survey with Swinburne’s CXI Research Group. This year’s report is a special edition as it builds on data collected ..read more

Over the last two decades, a range of factors have led many Australian businesses to offshore their contact centres. Unsurprisingly, COVID-19 has had a significant impact on this offshoring model, with the pandemic presenting both threats and opportunities to Australian businesses as they are prompted to reassess their external dependencies and risks. The sudden closure of offshore contact centres presents an opportunity for local call centre providers here in Australia, with many organisations recognising that onshore contact centres offer a range of significant benefits around business cont ..read more