Australian Retail Customer Experience Insights


The Rise Of Digital

The rise of the digital age has revolutionised the retail sector, enabling customers to be closer to the brands they love. The advent of new channels of engagement like live chat, AI-powered chatbots and social media messaging have created a springboard for companies; and in turn their employees, to develop stronger, more meaningful relationships with customers.

The latest CX research from Fifth Quadrant, sponsored by Bold360 explores how Australian customers are interacting with retail brands using channels powered by AI.

Join Steve Nuttall, Head of CX Research at Fifth Quadrant and Sandra Schroeter, Product Marketing Manager, Bold360 by LogMeIn, as they peel back layers from new Australian research.

Human & Robot Harmony Infographic

Key Take Aways

  • The customer experience of using AI to interact with retailers
  • Attitudes and preferences for using AI to interact with retailers
  • The moments of truth in the customer journey when human interactions are preferred to an AI powered agent
  • Case studies showcasing how leading retail brands are deploying AI to optimise customer experience

This presentation is based on new CX research from Fifth Quadrant, Humans and Machines in Harmony: The Webchat Customer Experience in Retail. The final report is now available.


LogMeIn - Webchat Research - Human Robot Harmony

Click here to get a copy of the research.