Top insights from the POPAI shopper summit

Thanks a lot to Yoana, Dan and Jas for sharing their learnings from the POPAI summit. Here are the top 3 insights that we got and Nirish‘s sketch notes from the session:


  1. Retailers want the vendors to spend money on the customer experience of their stores! Strange!
  2. Customers are sick of hearing your (business) story. Ask about their story and start a conversation with them instead.
  3. “Marketing takes the horse to the water but CX makes the horse drink the water.” – Dan. We need to differentiate ourselves from the marketing agencies. We help businesses retain customers long term, not just attract them short term. 
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About Objective Experience

Objective Experience is your partner for customer experience strategy, research, design and usability testing. Our team of passionate Customer Experience Consultants uncover insights from your customers to optimize customer journeys across all digital and physical channels – mobile apps, websites, systems, shopper and retail. We research on how customers interact with products, services and environments through interviews, surveys, focus groups, desk research, eye tracking and usability testing. Actionable recommendations are developed from our in-depth observations and testing. Our partners and clients come from a wide range of businesses and industries - from large financial institutions and government organisations to technical consultancies, Universities and not-for-profit businesses. Objective Digital Holdings Pty Ltd has offices in Sydney (Objective Experience Sydney) and Singapore (Objective Experience Singapore). Eye Tracking, CX, UX, Usability Testing, Shopper Research & Design Thinking across Australasia and South East Asia.

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