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Customer Experience

New Report Reveals CX Trends in Australia

April 2, 2025

Download the 2025 State of Customer Experience in Australia report. Illustration of CX trends featuring a robot, customer support agent, and a person with binoculars. Key insights on Australian consumer expectations and CX success.

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. CPM Australia has released its annual State of Customer Experience Report, in partnership with Swinburne University’s CXI Research Group. The report reveals that, despite ongoing efforts by […]

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Elevating CX: The Human Touch

April 4, 2024

2024 State of CX in Australia Research Retail Safari

Media Release – Melbourne, April 4th, 2024: Study finds human representatives crucial for excellent customer service – a growing trend since 2016. Today’s release of CPM Australia’s “State of Customer Experience in Australia” report highlights that, for most Australians, excellent customer service means accessing knowledgeable human representatives and high-quality, consistent information – a consistent increasing […]

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Unlocking Consumer Trends for CX Success

May 10, 2023

CPM-Retail Safari State of CX in Australia Research

For Australian consumers, great customer service is about consistently receiving the right information and knowledgeable help. It’s no surprise then that improving customer experience is a top priority for Australian businesses. To better understand Australian consumers’ perceptions of what makes for CX excellence, we partnered with Swinburne University’s CXI Research Group to undertake our annual […]

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Poor CX Hurts the Bottom Line

April 4, 2023

CPM-Retail Safari's State of Customer Experience in Australia 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. A negative customer experience has a significant impact on whether consumers purchase from a company again – with over one-third of Australian consumers having stopped purchasing from a business in the […]

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Microsoft-Retail Safari Team Wins Four Accolades at 2021 Shop! Awards

April 8, 2022

Retail Safari Microsoft Field Team Wins 2021 Shop! Awards

Retail Safari and Microsoft were recently honoured among leading national retail marketers at this year’s Shop! ANZ Retail Marketing Awards. The Shop! Retail Marketing Awards showcase the creativity and success of the Australian and New Zealand retail marketing industry, with entrants awarded Gold, Silver and Bronze accolades across 26 categories, spanning both physical displays and […]

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How great experiences lead to dedicated customers and long-term profits

October 29, 2013

In today’s economy “experience and human connection trump price and features” even when consumers have more options than ever. While online and mobile technologies offer consumers nearly whatever they want, whenever they want it, they increasingly value great experiences and the ability to connect with other people. Starbucks, Uber and Apple are examples of how […]

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CPM Australia Group would like to acknowledge the Traditional Custodians of this land and pay our respects to their Elders past and present. We extend that respect to Aboriginal and Torres Strait Islander peoples – Australia’s First Peoples. We are proud to be an organisation committed to reconciliation, unity and historical acceptance.

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