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Understanding Your Customer:
the foundation of success

The retail landscape is shifting – are you keeping up?

In a world where customer expectations are evolving faster than ever, the key to success isn’t just attracting customers, it’s truly understanding them.

Our latest research report reveals how leading Australian brands are harnessing deep customer intelligence to create standout experiences, build loyalty, and drive sustainable growth.

Download the report now and take the first step toward a customer-first future.

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Unlock exclusive insights from Australia’s top brands to enhance your customer strategy.

Tryzens ANZ Understanding Your Customer Report
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Inside the report, you’ll discover

The biggest challenges retailers face in understanding their customers, and how to overcome them.

The critical role of data and insights in shaping personalised, frictionless shopping experiences.

Practical steps to operationalise customer intelligence across every touchpoint.

There has never been a more exciting time to be in retail

The line between digital and physical experiences is blurring fast, and customers now expect seamless, personalised interactions that follow them wherever they go. This isn’t just an upgrade; it’s a fundamental shift in how retailers must operate to stay relevant.

The retailers leading the way are those who continuously deepen their understanding of each customer’s needs, expectations, and behaviours, and pair these insights with strong digital foundations.

By doing so, they deliver connected customer experiences that build loyalty and power future growth.

The opportunity is here, and the time to act is now.

Download the report

The 6 key imperatives to get started

In this report, we go deeper to help retailers to go beyond the surface-level data and deeply understand their customers. We’ve identified six key imperatives to help companies harness data, technology, and strategic investments.

These findings are based on our client experience layered with data analytics from the Australian Loyalty Association survey of over 60 companies.

1 Redefining customer understanding

Move beyond demographics and use real-time behavioural insights to create hyper-personalised experiences.

2 Understanding your customer is non-negotiable

Ensure every business decision, from marketing to inventory, is informed by authentic customer insights.

3 Operationalising customer understanding

Embed customer intelligence into strategy, align teams, and optimise experiences based on real-time feedback.

4 Building your customer intelligence ecosystem

Break down data silos by integrating insights across departments for a unified customer view.

5 Leveraging technology to enable personalisation

Invest in AI, predictive analytics, and automation to enhance engagement and proactive customer interactions.

6 Measuring success with the right KPIs

Track key metrics like customer lifetime value (CLV), net promoter score (NPS), and marketing efficiency to quantify impact.

48%

of businesses struggle with data silos, preventing them from delivering seamless, connected customer experiences.

62%

of retailers say customer understanding is critical to business strategy, yet only 14% have fully developed experience personas.

68%

of retailers are under-prepared to adopt emerging technologies for deeper customer understanding.

56%

of retailers are under-resourced to establish and maintain an effective customer understanding.

By definition, a customer loyalty program is a marketing approach that recognises and rewards customers who purchase or engage with a brand on a recurring basis.

Sarah Richardson, CEO of Australian Loyalty Association

Customer experience is no longer a differentiator; it’s a make-or-break factor. Retailers that embed customer understanding into their operations are the ones leading the market.

Leanne Franks, Head of CX at Tryzens Global 

Download the full report

Unlock exclusive insights from Australia’s top brands to enhance your customer strategy.

Tryzens ANZ Understanding Your Customer Report
Please enter your full name
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First Name
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