In an era where customer expectations for exceptional service continue to rise, the pursuit of a winning customer experience (CX) has become imperative. Our latest research, summarised in the 2024 State of CX in Australia: Uncover the Power of Customer Experience Excellence report, highlights that today Australians have a better understanding of what constitutes an exceptional service experience, and the importance of human touch in customer service. Now in its 8th year, the research delves into the dynamic evolution of the customer service experience, provides insights on the key fact ..read more

  Media Release – April 4th, 2024: Study finds human representatives crucial for excellent customer service – a growing trend since 2016. Today’s release of CPM Australia’s “State of Customer Experience in Australia” report highlights that, for most Australians, excellent customer service means accessing knowledgeable human representatives and high-quality, consistent information – a consistent increasing trend since 2016. CPM Australia, in partnership with Swinburne University’s CXI Research Group, conducted its Annual Customer Experience Tracking Survey. This year’s edition provides in ..read more

  We are proud to share that our commitment to customer service excellence has been recognised by the contact centre industry. Our RACV and Virtual Product Advisors teams were VIC/TAS state winners and national finalists at the 2023 Auscontact Excellence Awards. The Auscontact National Excellence Awards is the most prestigious industry event in Australia recognising and celebrating excellence in customer service, contact centres, customer experience, and employee experience.  Our teams have been acknowledged for the highest standards of commitment to customer service excellence in Au ..read more

  In the dynamic landscape of Australian retail, understanding the intricacies of consumer behavior during the Christmas shopping season is paramount for brands and retailers. The 8th edition of the CPM-Retail Safari annual Christmas Shopping Intentions Survey, conducted in partnership with Swinburne University’s CXI Research Group has unveiled crucial insights into what’s shaping the 2023 holiday trading season, shedding light on the unique challenges and opportunities it presents. This year’s edition builds on data collected in our annual surveys since 2016. We compare the survey resul ..read more

  We are thrilled to announce that our Virtual Product Advisors team are the winners in the VIC/TAS 2023 Auscontact Excellence Awards for the Customer Experience Initiative of the Year – Digital Transformation category. The Auscontact National Excellence Awards are the most prestigious industry event in Australia recognising and celebrating excellence in customer service, contact centres, customer experience, and employee experience. With both individual, and organisation award categories, the award program highlights the exceptional outcomes being delivered within the contact centre ind ..read more

  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