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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2021 Christmas Shopping Intentions Outlook

 

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. 

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Key trends that are shaping retail in 2019

 

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.

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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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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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