Smarter Retail CX

Elevating Retail CX
for Australia's Leading Brands

Empower your Australian retail brand with agile, cost-effective customer experience solutions. Led by global experts and tailored for local impact, we help you scale smarter and reduce costs without compromising quality.

47
Years Experience
40
Countries
40K+
Experts
329+
Retail Clients

Transform Your Retail CX

Connect with our experts to discuss your unique challenges.

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The Customer Journey Reimagined

Convert single transactions into lasting loyalty by engaging buyers with personalized, relevant experiences at every step of their lifecycle.

56%

Consumers choose retailers offering personalised experiences

Salesforce
30%

Increase in in-store pickups for online purchases

Retail Dive
67%

Millennials prefer to shop online vs in-store

Big Commerce
50%

Consumers expect seamless experience across channels

Salesforce

Transform Retail with Agentic AI Solutions

Our agentic AI technology powers an end-to-end suite of services designed to proactively tackle the 5 key challenges of modern retail: friction, abandonment, reputation, fraud, and cost.

High-Tech & High-Touch

Digital CX & AI

Reimagine your customer journey by blending generative AI speed with human empathy. We deploy intelligent chatbots to automate routine inquiries instantly.

  • Predictive Analytics: Anticipate needs before customers ask.
  • Super-Agents: Empowered humans handling complex, emotional tasks.
  • Omnichannel: Seamless switch between AI and human.
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Operational Agility

Smartshoring Excellence

The evolved offshore model. We deliver 40% cost savings with zero cultural disconnect through our unique blend of global hubs and Australian leadership.

  • ANZ-Led Teams: Local leadership ensures strategy, QA, and cultural authenticity.
  • Round-the-Clock: 24/7 operations from specialized India and Philippines hubs.
  • Instant Flex: Pre-trained talent bench eliminates peak season bottlenecks.
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Demand Agility

Dynamic Staffing as a Service

Never miss a sale due to understaffing or waste budget on idle teams. Our agentic AI-powered workforce planning delivers the right capacity at the right moment.

  • AI Workforce Planning: Predictive staffing models anticipate volume spikes before they happen.
  • Rapid Scale-Up: Go from 50 to 500 agents in days, not months.
  • Seasonal Flex: Purpose-built for Australian retail peaks without long-term contracts.
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Visual Engagement

Video CX

Bring the in-store experience to digital. Enable live selling, visual troubleshooting, and face-to-face trust building.

  • Live Selling: Agents on camera demonstrating products.
  • Visual Support: Screen sharing & mobile camera support.
  • Trust: Adding a human face to digital interactions.
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Customer Lifecycle

How Agentic AI Reshapes Every Customer Touchpoint

From agentic AI-powered search to post-purchase loyalty, the path to purchase has evolved. We optimise every stage to capture demand, convert traffic, and retain customers.

1. Discovery & Awareness

2. Consideration & Decision

3. Transaction & Purchase

4. Retention & Advocacy

Our Global Delivery Hubs

Fueled by an intelligent global delivery ecosystem. Our clients gain a competitive edge through a seamlessly integrated delivery network that blends scale, agility, and operational excellence.

Indonesia

Indonesia (Bali) Hub

Specialising in sales, CX, and collections. Offers strong commercial value with a unique blend of lifestyle appeal and regional proximity, making it ideal for serving ANZ clients with agility.

Philippines

Philippines Hub

Delivers consistent, high-quality support with strong English proficiency and cultural alignment. Tailored specifically to meet the unique needs of Australian clients for voice and back-office processes.

India

India Hub

A high-performance delivery hub providing cost-efficient, technically advanced, and scalable solutions. Backed by a highly educated workforce and 24/7 coverage for complex back-office and IT operations.

Proven Outcomes

Case Studies

Real-world transformation for global leaders.

Retail / Consumer Electronics

AI-powered transformation for a global leader in electronics

Integrating conversational AI to automate routine inquiries, freeing experts for high-value interactions.

Retail / Collections

Significant increase in collections and debt recovery

Leveraging empathy-driven scripts and data analytics to improve recovery rates while maintaining customer relationships.

Retail / Grocery

Reduced AHT with improved communication

How a major grocery retailer reduced AHT by improving expert communication and workflow tools.

Ecomm / Bol.com

Business processes and boost ROI

Optimising backend business processes to drive efficiency and significant Return on Investment.

Ecomm / Zolando

Zalando: Decreasing AHT while increasing C-Sat

A dual-focus strategy that lowered handling times without sacrificing customer satisfaction scores.

Ecomm / Flipkart

Reshaping experiences in the new digital economy

Adapting CX strategies to meet the evolving demands of the digital-first economy.

Thought Leadership

Blogs & Insights

Expert perspectives on the future of retail CX.

Blog

Scaling live support with AI

How to balance human expertise with AI efficiency for live support channels.

Read Insight
Blog

Guaranteed Australian CX with Offshore operations

Maintaining brand voice and cultural alignment while leveraging global hubs.

Read Insight
Location Spotlight

TP Bali: Scalable CX Solutions for ANZ Seasonal Growth

Why Bali is the strategic choice for handling Australian seasonal peaks.

Read Insight
Strategy

Managing surge recruiting during the holiday season

Best practices for rapid staffing without compromising quality during Christmas.

Read Insight
White Paper

AI in action

Deep dive into practical applications of AI in retail environments.

Read White Paper

TP Australia In the News

Retailbiz

AI becomes retail's frontline ally as shoppers demand speed and empathy
Retail Pharmacy

Embrace digital transformation to keep up with consumer demand
Industry News

Why Gen Z is most challenging customer