We are proud to share that our commitment to customer service excellence has been recognised by the contact centre industry.
What’s Shaping Consumers’ Minds?
As a sales and marketing agency, we’re all over it.
Here’s a snapshot of the latest trends and developments shaping our sales, marketing, and retail environment.
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.
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.
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.
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.
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?
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.
Collectively, we are facing an unprecedented situation. With COVID-19 we are experiencing something that no one has seen before in our lifetime. It is affecting everyone from our families to our businesses and communities.
Preparations are well underway for Australian brands and retailers to capitalise on the upcoming holiday shopping season. As a key trading milestone – where Australians dig deep into their pockets to make Christmas purchases for their loved ones – brands and retailers are doing everything in their power to make the most of this festive retail period.
Since Fiona Whelan’s appointment as Managing Director in 2016 of CPM’s International Contact Centre in Barcelona, the company has gone from strength to strength. During this time, CPM Barcelona has experienced 300% growth and secured a multi-million investment to fuel business expansion into an additional site, creating over 1,000 new jobs for the region.
We’re incredibly proud of the women at CPM & Retail Safari who show our business and our clients everyday just how resilient, creative and smart they are. As we celebrate IWD 2019, meet some of the women from our very talented team and how they manage #BalanceforBetter.
It’s our business to know how to get our clients’ products into the hands of their customers. With traditional physical retailing being challenged by technology and the ever-changing behaviour of the hyper-connected consumer, brands and retailers are being forced to rethink their businesses and approaches.
We all know that retail spending increases dramatically over the holiday season. With gift giving on the forefront of everyone’s minds, brands and retailers are doing all they can to make the most of this busy retail period.
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 our recent CXI Inspiration Breakfast Series with Swinburne University, one of our keynote speakers – Associated Professor Sean Sands, CXI Co-Director – shared his latest thinking surrounding Australia’s CX state of play and explored “What does best practice look like?”.
Customer experience is the new battleground for consumer-facing brands across Australia. Last week, in conjunction with Swinburne University’s CXI Research Group, we held a breakfast seminar in Sydney & Melbourne on how brands can amplify their CX delivery.
We came across an interesting perspective from Canstar Blue’s editor and consumer affairs journalist, Simon Downes. In the article: “The energy companies with Australian and overseas call centres”, Mr. Downes explores which Australians energy players have an onshore contact centre and who has an offshore service offering.
At a recent Path to Purchase Institute Summit, Mondelēz International stated that they don’t believe that in-store sampling is going to die and they consider their investment in “direct-to-consumer sales” as a powerful channel to engage consumers.
By Véronique Motte, President CPM Group of Companies in France
While in-store demonstrations are known for building trial and creating exposure, up until now calculating a return on investment has been more of a guessing game than an exact science Continue Reading…
By Andrew Potter, Managing Director, CPM & Retail Safari
As a business who has been deploying merchandising services on behalf of national and multi-national clients for over 20 years, we’re always trying to challenge the status quo and ensure we are leading best practice. Continue Reading…
We are pleased to announce that we have partnered with public relations agency FleishmanHillard to support their new data-breach management offering. This involves helping current and future clients manage the new mandatory data breach notification scheme in Australia. CPM Australia’s contact centre will assist FleishmanHillard with our crisis hotline centres. Continue Reading…