The Ultimate Guide to Omnichannel
A curated Kiwi 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.
Kiwi Omnichannel News
Regional stories with direct local relevance
Accenture Song finds Kiwi brands still failing promises
A new survey suggests customer frustration is nudging more New Zealand shoppers towards AI tools, even as brands struggle to rebuild trust.
New Zealand shoppers turn to AI & social for research
Rising living costs are pushing New Zealand shoppers to compare prices, reviews and product details across AI, social media and search.
Faster, accurate and scalable fulfilment caters for demand
New Zealand shoppers will get faster online order collection as IKEA’s Sylvia Park store adopts the country’s first retail AutoStore system.
Lotto NZ swaps core gaming systems in EDGE rollout
Thousands of players and retailers now rely on new real-time links after Lotto New Zealand completed an 18-month systems overhaul.
Digital Island announces AWS Service Delivery designation for Amazon Connect
The achievement recognises that Digital Island follows best practices and has proven success in delivering AWS services to end customers.
Auckland Airport turns to e-commerce
Travellers at Auckland Airport will soon be able to buy duty-free, parking and lounge access online in one transaction before collection.
Analyst Insights
Research and market analysis connected to Omnichannel
Infios named a leader in IDC MarketScape assessments
Netcore Unbxd named Gartner Leader for search discovery
Proximus Global rises to Gartner CPaaS leaders group
Kore.ai launches Artemis AI platform on Microsoft Azure
Infobip study finds CX investment gap in global brands
Expert Columns
Why enterprise AI must learn to act, not just talk
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
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
Why frontline mobility is becoming an operational intelligence layer
5 mobile-first strategies to ensure contact data quality
Points, personalisation and innovation: How industry leaders are redefining loyalty
AI-era contact centres become strategic CX data hubs
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
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.
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.
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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.
Google Cloud expands Gemini enterprise agent controls
Businesses can now run and monitor AI agents for up to seven days as Google Cloud adds tighter identity and governance controls.
Eltropy to showcase AI focus at autumn credit union events
Credit unions face rising pressure to modernise service and cut manual work, with AI now moving into lending, collections and contact centres.
Avery Dennison & Eventshop launch digital fan experiences
Fans will be able to unlock content and offers from jerseys, trainers and workwear by tapping NFC labels or scanning QR codes.
Amex GBT launches Claude AI connector for bookings
Business travellers can now book policy-compliant flights and hotels inside Claude, as Amex GBT pushes AI agents from search to transactions.
Boody adopts NetSuite to streamline global operations
The retailer says the new platform cut manual checks and held up through Black Friday, easing strain as sales surged across five markets.
Cloudinary developer community tops four million users
Rising pressure on web teams is fuelling demand for media infrastructure as Cloudinary's developer community climbs to four million users.
Whale lands USD $40 million to drive global AI expansion
The funding will help Whale expand enterprise AI deployments across North America, Asia-Pacific, the Middle East and Europe.
Therabody unifies global operations on Oracle NetSuite
The wellness brand has cut technology costs by 45% after replacing disconnected systems with a single cloud platform across finance and supply chain.
Laser Clinics launches headless site on BigCommerce
Customers can now book treatments and buy prepaid services in one place after Laser Clinics replaced its seven-year-old system before Black Friday.
Eightfold launches Candidate Agent for hiring chats
Recruiters could cut candidate drop-off as Eightfold's new tool folds job search, scheduling and FAQs into one conversation.
TP backs dtcpay's Asia-Pacific payments support push
Multilingual 24/7 support is becoming essential as Asia-Pacific payments firms race to reassure merchants using stablecoin-linked services.
8x8 named MetriStar top provider for CPaaS & CCaaS
Recognition follows a market shift towards integrated customer communications platforms as 8x8 scores above average on business success and sentiment.