The Ultimate Guide to Omnichannel
A curated Asian 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.
Asian Omnichannel News
Regional stories with direct local relevance
iQanAI launches conversational AI sales app across SEA
Businesses across Singapore, Malaysia and Indonesia can now automate multilingual chat sales around the clock, reducing missed leads and follow-up delays.
Loyalty leaders discuss: What are global loyalty programs doing that's missing in APAC?
Loyalty schemes in APAC are losing relevance as global leaders win customers with simpler, more personal offers delivered in real time.
Loyalty leaders discuss: The biggest gap between what APAC consumers expect and what brands are delivering
APAC retailers are losing margin as clunky loyalty systems fail to meet demand for real-time, personalised offers and easier redemption.
Changi Airport boosts search with OpenSearch overhaul
Changi Airport revamps digital search with OpenSearch, slashing zero-result queries and unifying travel, service and retail discovery.
Singaporeans want phone support as firms push digital
Singaporeans still prefer calls for customer support, but firms are shifting budgets to digital self-service and AI, risking a widening gap.
Agora & FPT partner on AI for Southeast Asian banks
Agora and FPT join forces to deliver AI-powered voice, video and messaging for Southeast Asia's banks amid stricter digital regulations.
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?
Loyalty leaders discuss: What are global loyalty programs doing that's missing in APAC?
Loyalty leaders discuss: The biggest gap between what APAC consumers expect and what brands are delivering
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
Retailers brace for AI search and complex deal discovery
Redefining retail discovery for Southeast Asian brands with Gen AI
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
Redefining retail discovery for Southeast Asian brands with Gen AI
Generative AI is reshaping how Southeast Asian consumers discover, trust and buy, pushing brands to fight for visibility on the AI shelf.
Indosat launches AI suite for Indonesia supply chains
Indosat unveils 27 AI-driven tools to digitise Indonesia's supply chains, targeting fleet tracking, cold chain control and smart facilities.
StarHub unveils fast-service compact store at Suntec City
StarHub has launched a compact fast-service store at Suntec City, targeting office workers and city shoppers seeking quicker, human-led support.
Paydibs unveils Nexus suite & Mini POS for MSMEs
Paydibs launches Nexus eCommerce suite and Mini POS tool to cut digitalisation costs and simplify payments for Malaysia's 1.1m MSMEs.
AI-driven loyalty programs open $2 trillion opportunity in Southeast Asia
AI-powered loyalty schemes promise a USD $2 trillion revenue windfall in Southeast Asia as retailers race to master personalisation.
8x8 buys Maven Lab to boost APAC CPaaS & messaging
8x8 buys Singapore-based Maven Lab to scale APAC CPaaS, folding Moobidesk into its CX platform for richer, multi-channel messaging.
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.
Specsavers & Merkle cut UK query volume by 90%
The overhaul gives retailers a clearer online-offline customer view while saving Specsavers more than two weeks of engineering time in Britain.
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.
GoTo launches unified AI customer experience platform
Small businesses could cut support complexity as the new system links calls, chat and AI tools in one place, helping staff manage customers faster.