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
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
Temenos named Forrester leader in digital banking tech
Infobip launches AgentOS platform, targets agentic AI shift
Expert Columns
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
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 network
.webp)
Recent Omnichannel News
Zoom adds AI tools to Virtual Agent for customer service
Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.
Intuit adds B2B support to QuickBooks Shopify Connector
Wholesale merchants can now cut manual reconciliation as Shopify B2B orders land in QuickBooks as invoices with payment sync.
Kentico adds AI award in Site of the Year 2026 reset
Digital experience projects using agentic AI will now compete for recognition as Kentico reshapes its Site of the Year awards into six sectors.
Zendesk contact centre voice passes 100 contact centers customers
High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.
Cegid launches retail one for speciality store chains
Retail staff could spend less time juggling logins as Cegid brings sales, stock and customer tools into one interface.
8x8 adds real-time translation and model choice to AI Studio
Agents can now keep multilingual support calls on the line without an interpreter, as 8x8 rolls out real-time voice translation across 13 languages.
Genesys Cloud ARR hits USD $2.8 billion as AI demand rises
Rising enterprise spending on AI helped push Genesys Cloud annual recurring revenue to USD $2.8 billion, with international sales nearing 45%.
AI board priority rises as legacy systems slow scale
Legacy systems are slowing AI roll-outs at large firms, with most executives saying modernisation and governance are now the main bottlenecks.
Quant & IBM launch Ava at Fortitude Re to cut calls
The rollout has cut average handling time by three minutes and lifted first-call resolution to 86% at Fortitude Re.
La Guaca's online orders surge 600% after ERP link
Disconnected stock and pricing data had held back eCommerce growth, but the retailer now processes about 12,000 updates a day across 18 branches.
McKinsey flags widening B2B gap as AI lifts leaders
Roughly one in three B2B suppliers still lack online purchasing, even as buyers and rivals increasingly shift spending and research online.
Talkdesk launches proactive AI agents for retail, finance
Retailers and lenders could recover lost sales and automate compliance-heavy outreach as Talkdesk expands AI beyond inbound service tasks.
Pattern launches Pi AI engine for eCommerce brands
The platform gives brands real-time, audited automation across marketplaces, with human approval required for some actions and millions already completed.
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.