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 COVID-induced limitations around shopping, most Australians have become comfortable with the concept of moving seamlessly between physical and online channels for their shopping experience. Retail has responded by blurring the lines between physical and online stores, so they are not viewed in isolation anymore – the hybridisation of retail. This looks to be a change that is here to stay.
As we approach the 2020 Christmas shopping season, questions around the impacts of COVID-19 on shopper behaviour abound. What will be the same as 2019? What will be different? What do we, as retailers, marketers and brands, need to be thinking about as we enter into the most important retail season of the year?
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.
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.
We all know that retail spending increases dramatically over the holiday season. With gift giving on the forefront of everyone’s minds, brands and retailers are doing all they can to make the most of this busy retail period.
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.
At our recent CXI Inspiration Breakfast Series with Swinburne University, one of our keynote speakers – Associated Professor Sean Sands, CXI Co-Director – shared his latest thinking surrounding Australia’s CX state of play and explored “What does best practice look like?”.
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.
At a recent Path to Purchase Institute Summit, Mondelēz International stated that they don’t believe that in-store sampling is going to die and they consider their investment in “direct-to-consumer sales” as a powerful channel to engage consumers.
With the busiest retail period of the year around the corner, we surveyed Australians to better understand their shopping intentions for the 2017 Christmas season.
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.
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.
“Successful retailing is different now” says Nabih (Nabs) Awad, GM – Merchandising and Assisted Selling, 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.
Retail World 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.
UK 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.
This 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.
As part of ACRS Retail Insights Seminar – sponsored by CPM Australia – high-level speakers joined together in Melbourne recently to explore the challenges and opportunities faced by organisations in the current and future retail market.
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.
