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
Australian Brands Expanding Internationally: Is Your Data Ready?
Incomplete customer data can undermine overseas sales, delaying deliveries, returns and marketing even when Australian fulfilment is strong.
Square launches Uber Eats integration for Australia
Australian restaurants using Square can now cut tablet clutter and manage Uber Eats, dine-in orders and stock from one system.
OpenDebt raises AUD $2 million to expand AI debt recovery
The funding will help the Sydney start-up reach more lenders as it targets overdue debts that are too small or costly to chase manually.
Anyone can promise fast. The advantage is keeping it
Australian retailers risk losing customers when fulfilment promises slip between stock, warehouse labour and transport capacity.
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.
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
The next eCommerce interface may not be a screen
Australian Brands Expanding Internationally: Is Your Data Ready?
AI assistants now read online stores more than twice as often as Google. Most retailers can't see it
How multi-shopper AI is transforming retail store operations
Anyone can promise fast. The advantage is keeping it
The Next E-commerce Interface May Not Be a Screen
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
Interviews
Interviews and video coverage from the network
.webp)
Recent Omnichannel News
Square launches Apple Business integration for sellers
Eligible sellers can now update Apple Maps listings from Square, reducing the burden of keeping hours, addresses and branding current across eight markets.
Amazon rivals beauty chains as Australian sales shift online
Marketplaces are now taking as much Australian online beauty revenue as specialist chains, with consumers increasingly shopping through Amazon and social media.
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
Australian consumers ditch AI chats over memory gaps
Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.
Merlin rolls out NiCE CXone across 140 attractions
Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.
Experian launches AI platform with real-time underwriting
Borrowers could see more relevant credit offers as the platform uses live data and bank account insights to sharpen approvals.
Infobip study finds brands struggle to prove sports ROI
Most marketers still cannot tie sports fan engagement to sales, even as they raise budgets for live-event campaigns and AI tools.
Cricket Australia signs Komo deal for fan data push
Fans will be able to take part in predictions and voting across Cricket Australia channels as the deal aims to boost first-party data and sponsor value.
Adyen partners Limitless Technology on Asia-Pacific payments
Online gifting shoppers across six Asia-Pacific markets should see fewer checkout errors as Limitless Technology shifts to one payment provider.
Forrester says answer engines now shape brand choice
Marketers may need to rethink search metrics as AI responses increasingly narrow buyers' shortlists before they reach a website.
Quiq launches Voice Assist for live customer calls
The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.
Infobip WhatsApp assistant cuts Overseas Express queries
Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.
Zitcha launches Snapchat integration with Officeworks
The deal lets retailers target younger shoppers on Snapchat and tie ad spend to sales, as Officeworks tests offsite retail media.
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.
Ui Ai launches Amica digital employee for customer service
Businesses facing staffing pressures may use Ui Ai's Amica to handle customer queries, orders and leads around the clock.
.webp)
Australian agencies win Shopify Build Award for Lioness
The win highlights how a wholesale-first fashion brand has turned online sales into a global growth engine, shipping to 95 countries.
Tech Mahindra unveils TechM Ting sonic brand identity
The new audio mark is set to run across offices, apps and customer touchpoints as Tech Mahindra standardises its global brand image.
Sinch rebrands MessageMedia as Sinch Engage in Australia
Existing customers will see no change to products or pricing as the renamed platform keeps SMS, MMS, WhatsApp and local support in place.
