As we approach the 2024 holiday season, Australian businesses face a unique landscape shaped by both economic challenges and changing consumer behaviours.
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.
Media Release – 24 September 2024: 2024 Christmas Report: Early Sales, Omnichannel Shopping Dominate Holiday Season.
Continue Reading…At CPM, we believe in the power of collaboration to drive innovation and create lasting value. Our deep-rooted engagement with the university sector exemplifies this commitment, as we actively integrate academic insights with practical business applications to benefit our clients, employees, and the broader industry.
Continue Reading…In an era where customer expectations for exceptional service continue to rise, the pursuit of a winning customer experience (CX) has become imperative.
Continue Reading…Media Release – April 4th, 2024: Study finds human representatives crucial for excellent customer service – a growing trend since 2016.
We are proud to share that our commitment to customer service excellence has been recognised by the contact centre industry.
In the dynamic landscape of Australian retail, understanding the intricacies of consumer behavior during the Christmas shopping season is paramount for brands and retailers.
We are thrilled to announce that our Virtual Product Advisors team are the winners in the VIC/TAS 2023 Auscontact Excellence Awards and national finalists for the Customer Experience Initiative of the Year – Digital Transformation category.
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.
Media Release – April 4th, 2023: Research reveals that over one-third of Australian consumers have stopped purchasing from a business after a bad experience.
As the 2022 Christmas shopping season approaches, Australian consumers perceive they are living in a post-COVID world.
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.
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.
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.
CPM Australia have recently partnered with Swinburne’s CXI Research Group to develop a white paper on how emerging digital technology is changing the way customer service is being delivered.
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.
Big news! We’re delighted to announce yet another milestone in the Retail Safari journey: our brand refresh and new website.
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.
September 14th 2018 – At last night’s 2018 Shop! Marketing at Retail Awards, Optus and Retail Safari were awarded the Gold prize “2018 Field Marketing Excellence Award”.