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Long-form thinking on customer experience and UX, from the team behind the benchmarks. Where the experience is actually won, and where most brands lose it.
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The store isn't dying. Most retailers are just under-using it.
Discretionary spending is squeezed and online keeps taking share. That isn't the end of the store. It's a signal that most retailers are using it wrong, with Uniqlo, Mecca and the two jobs of online and physical retail.
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Why the biggest fashion names don't win online
The biggest catalogues aren't the ones with the best experience. THE ICONIC leads Australia's 82-brand fashion benchmark on the quality of the experience, not scale — plus where fashion competes now.
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Accessibility has been optional for thirty years. That era is ending.
The governance gap that made accessibility everyone's responsibility and no one's, the EU Accessibility Act that changes the maths, and why accessible design is quietly the foundation of the next interface.
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Retail's features have converged. The experience is where you compete next.
When every retailer can build the same features and the components are becoming free, coverage stops being an advantage. Six places to spend the effort that shoppers actually feel.
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The best (and worst) digital customer experience in Australia.
We benchmarked 195 Australian brands across five industries. Coverage has converged, experience quality is the moat, and accessibility is everyone's biggest shared opportunity, with the leaders named.
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