For Coles
2024 State of customer engagement report
Unlock insights to elevate customer experiences in the challenging Australian retail landscape.
Report Insights for Coles
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.
See how Coles can lead the change.
With Black Friday and the holiday shopping season fast approaching, many organisations are exploring ways to differentiate in the current Australian retail environment.
12% in 2024
Australian brands expect customer retention rates to increase by 12% in 2024.
+25% in 2024
Australian brands are less likely to have the right tools and technologies (software, programs, etc.) needed to understand their customers.
90% by 2027
By 2027, Australian brands' investment in digital customer engagement will increase by 90%.
Why this report is a must-read
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Gain deep insights into Australian consumer preferences and behaviours
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Learn how to transform your data into personalised customer experiences.
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Discover strategies employed by top-performing Australian retailers.
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Equip yourself with actionable insights to stay ahead of the competition.
Download the report
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Why read this report
What's occurring in Australian Retail?
The Australian retail landscape is undergoing transformation. With e-commerce growth accelerating and the use of AI and customer expectations evolving, retailers face a unique set of challenges and opportunities.
Key factors include:
The importance for personalised experiences across multiple channels
Keeping pace with evolving technology and customer demands
Striking the right balance between human interaction and AI efficiency
Twilio Stats
Powering Next-Generation Retail Engagement
handled 20,000 inbound customer calls in one day
Decreased cost per acquisition by 65%
increased sales leads by 35%
Twilio’s comprehensive platform, named Leader in Gartner MQ® CPaaS for the second consecutive year,
is designed to transform your customer engagement strategy.
How Twilio empowers
Australian retailers
Seamlessly integrate multiple communication channels for a unified customer experience
Scale your operations efficiently to meet growing demand
Deliver personalised interactions based on real-time customer data
Automate routine tasks, allowing your team to focus on high-value customer interactions
Ready to Transform Your Customer Engagement
While our report offers valuable insights, we understand your business has unique needs. Our team of experts is ready to discuss how Twilio can be tailored to your specific requirements.