2024 State of Customer Engagement Report

Unlock insights to elevate customer experiences in the challenging Australian retail landscape.

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Reports Insights

Brands believe they're giving customers what they want, but consumers aren’t so sure. We surveyed 4,750 business leaders, from Australia and 17 other countries. 30% of Australian brands said they provide ‘excellent’ customer engagement, but only 6% of consumers agree.

With Black Friday and the holiday shopping season fast approaching, many organisations are exploring ways to differentiate in the current Australian retail environment.

Insights Include:

Australian brands expect customer retention rates to increase by 12% in 2024.
Australian brands are less likely to have the right tools and technologies (software, programs, etc.) needed to understand their customers.
By 2027, Australian brands' investment in digital customer engagement will increase by 90%.

WHY READ THE REPORT

Why this report is a must-read

Gain deep insights into Australian consumer preferences and behaviours
Learn how to transform your data into personalised customer experiences.
Discover strategies employed by top-performing Australian retailers.
Equip yourself with actionable insights to stay ahead of the competition.

Explore In-Depth Insights

Download your free report

What is occurring in Australian retail?

The Australian retail landscape is undergoing a transformation. With e-commerce growth accelerating, the use of AI, and customer expectations evolving, retailers face a unique set of challenges and opportunities.

The importance for personalised experiences for multiple channels

Keeping pace with evolving technology and customer demands

Striking the balance between human interaction and AI efficiency

TWILIO SEGMENT

Twilio Segment: Unify Your Customer Data For Personalised Retail Experiences

Twilio Segment, a leading Customer Data Platform (CDP), empowers Australian retailers to collect, unify, and activate their customer data across all channels and platforms.

Decreased cost per acquisition by 65%

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Boosted revenue by 10x with dynamic Recency, Frequency and Monetary implementation

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Prevented more than 28,000 customer churns, saving $7.3M in revenue.

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How Segment empowers Australian retailers

Unify customer data from every touchpoint into a single customer view, allowing you to collect data once and use it anywhere.

Deliver tailored interactions across all channels in real-time, building personalised experiences with clean reliable first-party data.

Ensure data privacy and security with advanced governance features, protecting customer data and maintaining customer trust.

Seamlessly integrate with 700+ tools and add new technologies where needed, future proofing your tech stack.

With Twilio Segment, you're not just collecting data - you're transforming data into actionable insights that drive growth and customer loyalty in the challenging Australian retail market.

Ready to Unify Your Customer Data and Transform Your Retail Experience?

While our report offers valuable insights, we understand your business has unique needs. Our team of experts is ready to discuss how Twilio Segment can be tailored to your specific requirements.

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