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
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.
Analyst Insights
Research and market analysis connected to Omnichannel
Kore.ai launches Artemis AI platform on Microsoft Azure
Infobip study finds CX investment gap in global brands
Temenos named Forrester leader in digital banking tech
Infobip launches AgentOS platform, targets agentic AI shift
Qualtrics named Leader in 2026 Gartner VoC Quadrant
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
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
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
The end of standalone CDPs?
AI, loyalty and ANZ grocery retailers: What's new
The AI tipping point: How contact centres in ANZ are reinventing CX
Interviews
Interviews and video coverage from the networkRecent Omnichannel News
IAG cuts 15 websites to one platform in digital overhaul
Faster site updates and fewer errors should help IAG reach more customers, after it cut 15 websites to one platform and 4,500 pages.
Australia & New Zealand brands lead APAC in agentic AI
But data quality and integration are slowing deployment, as most brands in Australia and New Zealand remain unable to scale agentic AI.
Quiq launches Voice AI & rebrand for customer service
Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.
Agoda launches single checkout for hotels, flights
Travellers can now book hotels, flights and activities in one transaction, as online agencies race to keep customers on a single platform.
Hydroscand to phase out print catalogues with Akeneo
Outdated paper references will be replaced as Hydroscand centralises 30,000 products in Akeneo, speeding searches and reducing downtime risks.
Turkish Airlines renews Cover Genius deal for expansion
Turkish Airlines extends Cover Genius pact to add tailored travel protection in Australia, Latin America, the US and EU across more booking channels.
RingCentral expands AI receptionist to SMS & WhatsApp
The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.
Twilio launches tools for human & AI conversations
Businesses can now retain customer context across voice, messaging and AI hand-offs as Twilio broadens its engagement platform.
RingCentral adds RCS, AI & Teams tools for business
Businesses will be able to verify texts and calls more easily as RingCentral expands RCS, AI and Microsoft Teams support across key markets.
HCLTech signs DP World Tour digital experience deal
Fans will get a revamped website and app as the tour deepens direct digital engagement and broadens commercial ties across Europe.
Retailers slow expansion as economic pressures bite
Fewer than one in six retail executives are chasing strong growth as inflation, trade disruption and geopolitical instability squeeze margins.
Adobe names winners of 2026 Experience Maker Awards
Customer engagement gains, including a USD $1 billion revenue impact at Lenovo, topped Adobe’s 2026 Experience Maker Awards shortlist.
Adobe launches AI brand visibility tools for businesses
Businesses must now manage how AI systems interpret their brands, as Adobe sees discovery traffic from chat tools and browsers rising fast.
8x8 launches AI Studio for customer experience agents
Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.
LoyaltyLion returns with Loyalty Connect retention event
Retailers are under pressure to cut acquisition costs as the two-day online event examines how loyalty schemes can boost repeat purchases and margins.
FintechOS launches AI platform for banks & insurers
Banks and insurers could cut implementation times from months to weeks as FintechOS 8 adds governed AI and new product operations tools.
8x8 wins Gold for Engage at New York design awards
Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.
Minor Hotels unveils global AI platform with Google
The hotel group expects the new system to unify guest data and privacy controls across 640 properties, with full rollout due in 2026.
Thryv urges small businesses to boost AI search visibility
Better online listings and reviews could help small businesses appear in AI recommendations as customers increasingly use chatbots to find local providers.