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In-store 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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Unpacking Australia’s 2024 Christmas Shopping Trends

September 25, 2024

2024- Christmas-Shopping-Intentions-Research-CPM-Australia-Retail-Safari

As the 2024 Christmas season approaches, Australia’s retail sector is navigating economic challenges that are reshaping holiday spending behaviour. While rising inflation and interest rates have prompted shoppers to be more strategic with their purchases, there is a cautiously optimistic outlook. A significant 76% of consumers plan to spend the same or more this holiday […]

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Australian Shoppers Start Christmas Early, Hunt for Deals

September 24, 2024

2024 Christmas Shopping Intentions in Australia Research

Media Release – 24 September 2024: 2024 Christmas Report: Early Sales, Omnichannel Shopping Dominate Holiday Season. CPM Australia announces the release of its annual Christmas Shopping Intentions Research Report for 2024, now in its ninth edition. Conducted in partnership with Swinburne University’s CXI Research Group, the report draws on data collected since 2016 and provides […]

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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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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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