The new frontier of customer experience in Australia

Accenture’s Michelle Grujin examines how the pandemic has created “reimagined” consumers who are actively changing their habits and creating opportunities for brands to reset strategies and meet new customer expectations.

This article is part of a Spotlight series on how retail brands in Australia can balance the opposing trends of DIY and DIFM (do it for me) as consumer priorities shift Read more

While many countries are advancing in their emergence from the pandemic and bringing their economies back to strength, Australia unfortunately remains in a state of flux amid seemingly indefinite lockdowns. This means that companies are hindered in innovating and planning for what post-COVID customer offerings are going to look like, as they are forced to remain focused on sustaining short-term servicing for the...

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