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
First-party data is the new oil: Why Australian businesses can't afford to wait
Australian businesses face a shrinking third-party data landscape in 2026, with privacy reforms and browser changes making first-party data vital.
Australian businesses embrace social selling, PayPal says
PayPal says Australian firms are rapidly turning social platforms into sales channels, with smaller businesses leading the shift and Gen Z driving demand.
The growing gap between businesses that use tech well and those that don't
Businesses that integrate systems, act on data and move quickly are pulling ahead, while those relying on manual processes risk falling further behind.
Australia Post buys Rendr to speed same-day delivery
Australia Post expands same-day delivery reach to nearly 90% of Australians after acquiring Rendr, adding evening and weekend windows.
P&N Group unifies bank service with Genesys, Salesforce
Australia's P&N Group has adopted Genesys-Salesforce CX Cloud to unify P&N Bank and BCU Bank contact centres and cut admin for staff.
Does data define the retail winners and losers in 2026?
Australian retailers face rising insolvencies and online giants; those failing to harness delivery data risk becoming 2026's biggest losers.
Analyst Insights
Research and market analysis connected to Omnichannel
Temenos named Forrester leader in digital banking tech
Infobip launches AgentOS platform, targets agentic AI shift
Qualtrics named Leader in 2026 Gartner VoC Quadrant
8x8 sees AI customer interactions surge across voice, chat
Infobip named Frost CPaaS growth & innovation leader
Featured News
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
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Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Expert Columns
First-party data is the new oil: Why Australian businesses can't afford to wait
Why frontline mobility is becoming an operational intelligence layer
The growing gap between businesses that use tech well and those that don't
5 mobile-first strategies to ensure contact data quality
Points, personalisation and innovation: How industry leaders are redefining loyalty
Does data define the retail winners and losers in 2026?
AI-era contact centres become strategic CX data hubs
Technology and the Shift in Managing 'Personalised Offers'
Four predictions for brand success with visual media in 2026
Beyond the transaction: Top loyalty trends for 2026
Interviews
Interviews and video coverage from the networkRecent Omnichannel News
True Protein taps NetSuite to streamline rapid growth
True Protein adopts Oracle NetSuite to replace spreadsheets, cutting month-end close to three days and centralising operations for growth.
Retailers warned: identity gaps blunt AI personalisation
Amperity warns identity gaps and flat budgets mean AI-led retail personalisation remains generic, missing high-intent moments for shoppers.
Crazy John's collapse: Market change and strategic missteps
From suburban upstart to shuttered chain, Crazy John's rise and fall charts how carriers and online sales rewrote Australia's mobile market.
AI, unified commerce to reshape Australian retail by 2026
AI and unified commerce will become core to Australian retail by 2026, as rising expectations force investment in real-time systems.
Fluent Commerce raises AUD $46m to fuel AI expansion
Fluent Commerce secures AUD $46m from Bain Capital to accelerate AI product development and global expansion of its order management platform.
JB Hi-Fi launches consumer electronics retail media network
JB Hi-Fi teams with Retail MediaWorks to launch Australia's first consumer electronics-focused retail media network across its 207-store empire.
Security tops 2026 tech spend for Australian retailers
Security, privacy and data protection will command the biggest tech spend for Australian retail SMBs in 2026, ahead of AI and global growth.
Calabrio unveils unified view for human & AI agents
Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.
Australian retailers lead in customer service as eyewear excels
Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.
Shopfully appoints Blake Wright to boost Australian retail media
Shopfully appoints Blake Wright as Sales Director in Australia to expand its retail media presence and drive growth across digital and omnichannel platforms.
Qualtrics study reveals just 7% of Aussie execs want to lead in AI use for CX
Only 7% of Australian executives aim to lead in AI adoption for customer experience, risking falling behind in a $2 trillion AUD market, says Qualtrics.
Qualtrics helps Asia Pacific firms boost customer experience
Qualtrics is aiding Asia Pacific firms like CBA and MSB to enhance customer loyalty and engagement through advanced feedback and AI-driven insights.
Australian firms slow to lead despite AI offering AUD $2 trillion
Despite AI offering AUD $2 trillion in value, only 7% of Australian executives aim to lead adoption, lagging far behind global peers.
Leveraging loyalty: How are retailers approaching retention in 2024?
Retailers are wrestling with economic pressures and global competition; leveraging loyalty programs has emerged as a crucial strategy to retain customers and boost sales in 2024.
Till Payments & BigCommerce partner to enhance retail transactions
Till Payments aligns with BigCommerce to offer retailers seamless payment processing, merging online and offline transactions for enhanced efficiency and security.
Ecommerce isn't replacing bricks-and-mortar retail; it's empowering it
Ecommerce isn't killing physical stores; it's enhancing them. In 2023, Australians spent AUD $63.6 billion online, boosting bricks-and-mortar sales.
RingCentral launches AI-powered contact centre RingCX in Australia
RingCentral's AI-driven contact centre RingCX sees Australian launch, promising tailored solutions across all business sizes, with a focus on enhanced customer service via omnichannel and integrated capabilities.
Data Army & Hightouch team up to transform data solutions
Data Army has partnered with Hightouch, a global Composable Customer Data Platform, to provide Australian businesses with innovative data solutions.
Less words, more action: How to become a more sustainable retailer
Customer pressures for greener alternatives coupled with increasing regulatory scrutiny makes sustainability a strategic priority in 2024.
David Jones boosts staff training with YOOBIC app deployment
Australian luxury department store David Jones has implemented the YOOBIC digital workplace app among its employees, receiving the Retail Technology Innovation Hubs 2023 Digital Transformation Project of the Year Award.