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Here’s why a chemist was voted Australia’s best CX retailer

Pre-Covid, physical retail excellence was centred around creative, immersive experiences and sometimes rather glamorous product ranges. While those offerings are of course still celebrated in the industry, during the Retailer Awards in Australia this year, the winner of the customer experience category was not a sexy sports brand like in previous years, but the reliable Terry White Chemmart, which has a store network of 500 pharmacies across the country. Given the fast-changing role of pharmacie