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.
Continue Reading…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.
Continue Reading…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.
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Media Release – April 4th, 2024: Study finds human representatives crucial for excellent customer service – a growing trend since 2016.
Media Release – April 4th, 2023: Research reveals that over one-third of Australian consumers have stopped purchasing from a business after a bad experience.
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.
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.
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”.
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…
CPM Australia is in the business of people. Our people set us apart from the competition.
In 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.
It’s our business to know how to get your products into the hands of your customers. We’ve been doing it successfully for nearly two decades.
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.
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.
Sydney, Sept. 22, 2015 – retail marketing agency Retail Safari – part of CPM Australia – has secured one of the industry’s leading retail marketing operators, announcing the appointment of Nabih (Nabs) Awad as group account director.
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…
Retailers 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.