The Ultimate Guide to Omnichannel
A curated Australian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Omnichannel.
What to know about Omnichannel
Omnichannel refers to a seamless approach to customer engagement that integrates multiple channels—such as online, in-store, mobile, and social media—to provide a unified and consistent experience. This strategy has become critical as retailers and businesses strive to meet evolving consumer demands for convenience, personalization, and agility across all touchpoints.
Exploring our collection of recent stories on omnichannel reveals how various companies are enhancing order management, customer data platforms, AI-driven customer service, and identity security to refine omnichannel capabilities. Readers can discover how innovations in technology, from RFID to AI chatbots, and partnerships between retailers and tech providers, support the transformative power of omnichannel experiences.
By following developments in omnichannel, readers gain insights into optimizing supply chains, improving contact center operations, and personalizing marketing efforts, all aimed at fostering customer loyalty and operational efficiency. Our coverage also highlights challenges and emerging trends—such as integrating offline and online shopping, leveraging first-party data, and the rising importance of AI—that shape the future of omnichannel retail and customer engagement worldwide.
Australian Omnichannel News
Regional stories with direct local relevance
Lendi lifts loan lodgement with AI agents & Twilio
Home loan applicants are reaching loan lodgement 2.5 times faster after Lendi Group linked AI agents to Twilio's platform.
Sinch partners Coderra on AI messaging for Australia
Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.
Pattern expands Sennheiser role on Amazon Australia
The partnership gives the audio brand tighter control over unauthorised resellers and faster access to sales data on Amazon Australia.
Australians want embedded travel cover, Cover Genius says
Three in four Australians would switch booking platforms for automatic travel cover, as trust in AI-led protection decisions remains low.
Australian retailers absorb rising costs, Lightspeed says
More than six in 10 Australian retailers are covering at least half their higher costs themselves, squeezing margins as shoppers stay price-sensitive.
Babeltext expands translation platform to 249 languages
The Sydney-based firm says the upgrade could help agencies handle routine multilingual enquiries faster, while keeping humans in the loop.
Analyst Insights
Research and market analysis connected to Omnichannel
Genesys unveils AI tools to orchestrate customer journeys
Infios named a leader in IDC MarketScape assessments
Netcore Unbxd named Gartner Leader for search discovery
Customers lose trust in AI in regulated industries
Proximus Global rises to Gartner CPaaS leaders group
Expert Columns
Why enterprise AI must learn to act, not just talk
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Five years on: How salvos stores cracked the eCommerce problem nobody else had solved
Why AI projects that don't start with a study of customer behaviour are destined to disappoint
FIFA World Cup fever: How to build lasting fan loyalty with event tech
What separates the personalisation leaders in media and entertainment?
Navigating data challenges in China's E-commerce market
Creating a more resilient, agile retail organisation
Amperity martech leader reveals 'secret sauce' to marketing in the moment
Why frontline mobility is becoming an operational intelligence layer
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
Social media reshapes Australians' shopping habits
Six in ten Australians now act on products they see on social platforms, underscoring a shift in how brands must win buyers online.
Are Media names Levine as Director of Technology and Product
The publisher is stepping up its digital push as Bruce Levine takes charge of technology and product to speed new audience services.
NiCE expands RingCentral partnership with AI focus
The deal gives businesses a more integrated way to link employee communications with customer service, as NiCE adds RingCentral's RingEX to its portfolio.
Five years on: How salvos stores cracked the eCommerce problem nobody else had solved
Its distributed model now ships nationally, with 65,000 parcels sent in 2020 and sales up 212 per cent as the platform scaled.
Australian firms rush AI adoption amid rising risks
Boards face mounting pressure to set AI rules now, as faster adoption is exposing Australian firms to data, workforce and security risks.
Chaty.ai raises USD $1.15 million to boost tourism AI
Tourism operators could capture more bookings as an AI receptionist now answers missed calls, checks availability and takes payments automatically.
Guzman y Gomez launches Apple CarPlay ordering in Australia
It could speed repeat purchases for drivers by letting them order, pay and earn loyalty points without touching a phone.
Australian firms roll back AI agents over governance
Governance failures have forced most Australian enterprises to pull back customer-facing AI agents, even as spending plans and deployments keep rising.
Customers lose trust in AI in regulated industries
Consumer patience is thinning, with Australian customers most likely to walk away when poor communications or clumsy data capture erode trust.
Kevin Murphy lifts Amazon Australia revenue by 141%
The move helped curb unauthorised sellers and win first-time shoppers, as unit sales jumped 115% quarter on quarter within four months.
Gen Z Australians shift product searches to social
Social feeds and AI now drive discovery for most young Australians, leaving Google first choice for just 26% of Gen Z shoppers.
Australian retailers lag AI ambitions as data gaps bite
Only 10% of retailers say they can deliver personalisation at scale, as fragmented data and systems slow Australia's AI push.
Lottery Corporation names three executives in Brisbane
The Brisbane-based operator is boosting digital and brand capabilities as it pushes to meet rising customer use of online channels.
Creating a more resilient, agile retail organisation
Retailers are using category management to cut waste, avoid empty shelves and respond faster to cost-of-living pressures and supply shocks.
Amperity martech leader reveals 'secret sauce' to marketing in the moment
Retailers risk losing sales as shoppers expect offers and recommendations to update instantly, not hours after they signal intent.
First-party data is the new oil: Why Australian businesses can't afford to wait
Privacy rules and browser changes are forcing Australian businesses to rebuild marketing around consented customer records before performance drops further.
Australian businesses embrace social selling, PayPal says
Social platforms now account for 11% of online sales in Australia, with smaller firms driving a rapid shift to direct digital storefronts.
The growing gap between businesses that use tech well and those that don't
Businesses that fail to turn data, automation and integration into action risk slower growth, missed leads and weaker customer experiences.
NiCE launches Epic EHR integration for patient contact
Patient-service teams can now handle calls, chats and summaries inside Epic as NiCE's CXone integration aims to cut admin and improve compliance.
Australia Post buys Rendr to speed same-day delivery
The deal gives retailers broader same-day and on-demand options, as Australia Post extends reach to almost 90% of the population.
