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
Lotto NZ launches nationwide technology revamp, linking retail terminals, apps and analytics systems as it readies Project Frontier for new customer features.
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
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
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
Twilio launches tools for human & AI conversations
Twilio expands platform with persistent conversation tools as it seeks to unify human agents and AI across customer service and sales.
RingCentral adds RCS, AI & Teams tools for business
RingCentral rolls out verified RCS texts, broader SMS coverage and AI Receptionist tools, while adding richer customer engagement in Microsoft Teams.
HCLTech signs DP World Tour digital experience deal
HCLTech to overhaul DP World Tour's web and app experience in multi-year deal that also makes it an Official Marketing Partner across Europe.
Retailers slow expansion as economic pressures bite
Retailers trim expansion plans as geopolitical turmoil and inflation bite, with fewer than one in six executives pursuing strong growth strategies.
Adobe names winners of 2026 Experience Maker Awards
Adobe names 2026 award winners as Costa Crociere, TSB Bank, the NFL and Lenovo are honoured for data-led customer engagement.
Adobe launches AI brand visibility tools for businesses
Adobe expands Experience Manager with AI visibility tools as businesses race to control brand truth across chat services and AI-driven shopping.
8x8 launches AI Studio for customer experience agents
8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.
LoyaltyLion returns with Loyalty Connect retention event
LoyaltyLion brings back its Loyalty Connect virtual series, with more than 20 speakers set to unpack retention tactics as acquisition costs climb.
FintechOS launches AI platform for banks & insurers
FintechOS rolls out FintechOS 8 preview, pairing governed AI with product workflows for lenders and insurers as it eyes launch later this quarter.
8x8 wins Gold for Engage at New York design awards
8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.
Minor Hotels unveils global AI platform with Google
Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.
Thryv urges small businesses to boost AI search visibility
Thryv says Australian and New Zealand small businesses need tidy websites, consistent listings and fresh reviews to win AI-driven recommendations.
Twilio survey finds conversational AI adoption gap widens
Twilio survey shows conversational AI is moving from pilots to live use, with current adopters reporting stronger governance confidence and clearer business gains.
Amperity expands Australian operations with AWS rollout
Amperity adds Melbourne staff and launches in AWS Sydney and Melbourne to meet Australia's strict data residency demands.
Infobip embeds AI across operations at DevDays 2026
Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.
Apple launches Business platform to streamline company tools
Apple rolls out Business platform for companies, bundling device management and brand tools as it replaces Manager and Connect.
InDebted launches API for AI collections compliance
InDebted unveils a standalone API to check AI-written debt collection messages in real time, flag vulnerability and create audit trails.
Gamma urges staged AI rollouts to cut CX transformation risk
Gamma urges firms to phase AI customer experience rollouts, boosting governance and testing to cut disruption and data quality risks.
Constructor debuts AI agent for eCommerce merchandising
Constructor unveils Merchant Intelligence Agent, an AI copilot to explain, optimise and automate eCommerce search and merchandising decisions.