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.
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With expectations rising, brands have a critical opportunity to lead through customer experience (CX) excellence.
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Media Release – 2 April 2025: The State of Customer Experience in Australia Report – CX Drives Loyalty, but Two-Thirds of Australians Say Brands Still Miss the Mark.
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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.
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In an era where customer expectations for exceptional service continue to rise, the pursuit of a winning customer experience (CX) has become imperative.
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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.
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.
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.
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.
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 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.
London, United Kingdom, 19th September 2016 – 2016 marks CPM International Group’s 80th anniversary. Continue Reading…
In a dynamic marketplace, the myth surrounding ‘core competencies’ needs to be constantly challenged. Continue Reading…
Most organisations approach outsourcing as a way to reduce costs. Studies suggest around 70% of companies that enter outsourcing arrangements do so with a view to making cost savings¹. Continue Reading…
The August edition of The CEO Magazine includes Andrew Potter, CPM Australia’s Managing Director, interview on how CPM has been providing outsourced sales and marketing services to some of Australia’s most well-known brands for the past two decades and isn’t slowing down anytime soon. Continue Reading…
