In conjunction with Swinburne University’s CXI Research Group, we recently held a breakfast seminar in Sydney & Melbourne on how brands can amplify their CX deliver.

At the seminar, Bernie Brookes – retail veteran and Swinburne Adjunct Industry Fellow – uncovered the necessary tools of survival for the next generation of Australian marketers.

He reflected on the state of the retail industry in Australia & discussed what it means to compete on experience. He revealed that Australian retailers are behind when it comes theatre & fun. Bernie feels strongly that they need to do more to define themselves by offering more meaningful and memorable retail experiences while ensuring quality service to fulfil their customers’ expectations. He also emphasised several key areas where he thinks retailers can strengthen such as customer segmentation, visual merchandising, plus speed to implement innovation & omnichannel.

During his presentation, Bernie highlighted several key areas where he thinks retailers in Australia could do better, including customer segmentation, visual merchandising, speed to implement innovation and the overall omnichannel experience.

Two journalists attended the event and weighed in on his advice:

Heather McIIVaine, Inside Retail

Matthew Elmas, smartcompany