CPM contact centre: A special feature on business excellence & CX

 

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.

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Amplifying Your CX Delivery: Wrap-up

CXI-Inspiration-Series-2018

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.

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Leading Merchandising as Something Bigger

CPM Australia Sales Merchandising

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…

New FleishmanHillard & CPM Australia partnership

CPM Australia Customer Service

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…

Storytelling needs ‘true’ stories

By Mike Hughes, Chief Executive Officer, CPM International Group

Last year we lost a client – something I am not used to, something I take personally and something that bothers me. Since then I have spent time reflecting on what went wrong and how we need to be better next time. Continue Reading…

Australians’ tolerance for poor customer service is lower than ever

The State of Customer Service in Australia - CPM Aus & ACRS

Today’s consumers are faced with more choices than ever when considering how they want to reach a brand. They’re more digitally connected, socially networked and better informed than ever before.

Consumers are saying it’s still so hard to navigate and resolve customer service issues. These growing number of touch-points has had the negative effect of widening the gap between brands and consumers.

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ASDA UK Launches Christmas Quality Roadshow

ASDA-Roadshow Standout MagazineUK Supermarket chain Asda has taken to the road this Christmas, treating shoppers to a magical Après Ski lodge experience.

Customers are being invited to step inside The Lodge and be transported to a welcoming cabin in the snowy mountains, decked with vintage skis, sledges, Christmas trees and twinkling lights.  Brand ambassadors wearing George fairisle jumpers are offering tastings of key Christmas quality lines.

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Highlights from the 2015 ACRS World Retail Congress

ACRS World Retail Congress Highlights 2015 CPM AustraliaThis week I attended the “Highlights from the ACRS World Retail Congress” where my time was well spent hearing about merging global trends and retail best practice.

This year’s theme centred on the idea of ‘Transforming retail today, tomorrow and beyond’ to survive in an age of disruption. Retail leaders – Dr. Sean Sands and Dr. Violet Lazarevic – thoughtfully took to the stage and shared their global perspective on these interruptions and trends affecting our industry. Their presentation included key findings from the Global Retail Index plus learnings from their attendance at the 2015 Congress in Rome.

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