The future of customer experience is not shaped in isolation. It is built through collaboration, between higher education and industry, research and real-world practice. At CPM Australia, we are committed to influencing that future through partnerships that elevate learning, build real-world capability, and strengthen the next generation of professionals in customer service.
Supporting the Future of Customer Experience Talent
As the industry sponsor of the “Services Marketing and Customer Management” unit in Swinburne University’s Master of Marketing program, CPM Australia helps bridge the gap between academic theory and practical application. Our sponsorship enables students to explore how service delivery, customer engagement, and commercial objectives intersect, particularly in an environment where customer expectations are evolving rapidly and innovation is being driven by advancements in AI and automation. This exposure prepares students to think critically about how emerging technologies can enhance, rather than replace, human-centred customer experiences.
We are proud to support the Celebrating Student Success Awards Ceremony, recognising outstanding student achievement across the School of Business, Law and Entrepreneurship. The CPM Australia Prize is awarded to top-performing students who demonstrate strategic thinking and practical insight into service-driven customer management. This year’s recipients exemplify the type of talent that will help redefine the future of customer service experience.
Extending Learning Through Research
Beyond the classroom, our ongoing partnership with Swinburne’s Customer Experience & Innovation (CXI) Research Group reinforces our commitment to a deeper understanding of the Australian customer. Through commissioned research, we examine shifting behaviours, emerging trends, and the increasing value of experience in shaping customer loyalty.
Flagship studies such as our annual State of Customer Experience in Australia report and Christmas Shopping Intentions research have helped marketers and CX leaders align their strategies with what customers want.
Real-World Engagement. Long-Term Impact.
This partnership goes beyond sponsorship. It is a long-term investment in capability-building, knowledge sharing, and practical learning. By embedding ourselves in the education process and co-creating research with leading academic experts, we ensure our work is both grounded in data and oriented toward action.
At CPM Australia, we see customer service not as a transactional role, but as a strategic function that underpins brand reputation and business performance. Through this partnership with Swinburne University, we are contributing to the development of future professionals who understand this shift and are ready to lead it.
We are proud to invest in the education and development of the next generation of professionals who will not only meet customer expectations but help define them.
