Partnering for Customer Service Excellence

 
CPM Australia, Swinburne academic, and award-winning student recognised for excellence in customer service and CX education.
 

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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CPM’s Commitment to Enhancing CX and Education

 
 

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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The State of CX in Australia in 2024

https://www.cpm-aus.com.au/wp-content/uploads/2024/04/2024-The-State-of-Customer-Experience-in-Australia-Research-Report.pdf
 

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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The State of CX in Australia

The State of Customer Experience Research Report CPM Australia
 

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.

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The Cost of Poor Customer Experience

The State of CX in Australia Research Report
 

Media Release – April 4th, 2023: Research reveals that over one-third of Australian consumers have stopped purchasing from a business after a bad experience.

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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…

Australian holiday shoppers prefer to shop in-store than online

2016 Christmas shopping channels in AustraliaIn the lead up to Christmas, we surveyed Australians to discover their shopping intentions for this Christmas season. To better understand this key trading period, we partnered with the ACRS Shopper Tracker via an online survey with a sample size of 444 shoppers representing the Australian population.

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Successful retailing is different now

“Successful retailing is different now” says Nabs Awad, MD at Retail Safari, in a recent Retail World magazine article. There is a widely held view in marketing circles that the more channels and touch points a consumer is exposed to, the greater the prospect of making a sale.

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Getting the right mix

CPM Australia Assisted SellingRetail World Magazine approached Lynne McKay, GM Retail Activation at Retail Safari to discuss the emerging key trends in the retail and sales industry for their Business Review – Sales & Distribution section.

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The Consumer Purchase Journey: Blending the Basics

In a situation of retail revolution rather than evolution, long-successful brands are battling to maintain relevance.  Speaking in Melbourne at the ACRS Retail Insights Seminar – sponsored by CPM Australia – Dr. Sean Sands, Research Director at the Australian Centre for Retail Studies (ACRS), said retail disruption was a key concern for global brands today given the rapid and accelerating pace of change in the sales environment.

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Retail activation in the modern marketplace seminar

Providing perspectives on the challenges brands face in breaking through the marketing clutter to engage with consumers, key thought leaders united to share their insights regarding retail activation in the modern marketplace. Sponsored by CPM, the seminar took place in Melbourne over breakfast as part of the ACRS Retail Insights Seminar.

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From Brand Ambassadors to “Engagement Specialists”

For many years, Brand Ambassadors have been a ubiquitous part of the shopping environment. Used as a standard in-store promotional tactic by grocery and non-grocery manufacturers alike, their traditional role has predominantly involved increasing brand awareness, as well as driving sales. Continue Reading…

Retail Stores of the Future

WSJ Designer Rebecca Minkoff’s touch screen mirrorRetailers are discovering new ways to enrich their customer’s experience. Retailing is no longer about the product. It’s all about the emotional brand experience felt by the customer in-store – where engagement is at its strongest.

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