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
Adyen unifies Tod's global payments across 115 stores
The move has lifted approval rates and cut reconciliation work as the luxury group standardises payments across stores and online in 14 countries.
Matchmade.io claims million-record reconciliation in minutes
Finance teams across Southeast Asia could cut reconciliation delays as fragmented payment data makes manual matching slower and riskier.
China's commerce models reshape retail worldwide, NIQ says
Asia Pacific is driving a retail shift as live, social and quick commerce from China spread into shopping habits worldwide.
DBS adds agentic AI to virtual assistants for customers
Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.
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.
Analyst Insights
Research and market analysis connected to Omnichannel
Genesys unveils AI tools to orchestrate customer journeys
Infios named a leader in IDC MarketScape assessments
China's commerce models reshape retail worldwide, NIQ says
Netcore Unbxd named Gartner Leader for search discovery
Proximus Global rises to Gartner CPaaS leaders group
Expert Columns
Why enterprise AI must learn to act, not just talk
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
FIFA World Cup fever: How to build lasting fan loyalty with event tech
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
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
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.
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.
Experian launches AI platform with real-time underwriting
Borrowers could see more relevant credit offers as the platform uses live data and bank account insights to sharpen approvals.
Infobip study finds brands struggle to prove sports ROI
Most marketers still cannot tie sports fan engagement to sales, even as they raise budgets for live-event campaigns and AI tools.
Cricket Australia signs Komo deal for fan data push
Fans will be able to take part in predictions and voting across Cricket Australia channels as the deal aims to boost first-party data and sponsor value.
Adyen partners Limitless Technology on Asia-Pacific payments
Online gifting shoppers across six Asia-Pacific markets should see fewer checkout errors as Limitless Technology shifts to one payment provider.
Forrester says answer engines now shape brand choice
Marketers may need to rethink search metrics as AI responses increasingly narrow buyers' shortlists before they reach a website.
Quiq launches Voice Assist for live customer calls
The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.
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.
South East Asia & India launch loyalty industry body
The new body seeks to help brands retain customers as Asia-Pacific loyalty spending is forecast to reach USD $141.8 billion by 2030.