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
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.
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
Retailers brace for AI search and complex deal discovery
Redefining retail discovery for Southeast Asian brands with Gen AI
AI-driven loyalty programs open $2 trillion opportunity in Southeast Asia
Four predictions for brand success with visual media in 2026
The end of standalone CDPs?
Interviews
Interviews and video coverage from the networkRecent Omnichannel News
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.
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.
Cata raises USD $5.3 million to expand branded apps
Restaurants and retailers are seeking more control over customer data as the Singapore startup readies its first overseas push into Germany.
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.
Twilio survey finds conversational AI adoption gap widens
Direct use is boosting trust in conversational AI, with 82% of active users reporting measurable value and many still wary of deployment costs.
Amperity expands Australian operations with AWS rollout
Australian retailers and other regulated firms can now keep customer data in-country as Amperity adds AWS hosting in Sydney and Melbourne.
Infobip embeds AI across operations at DevDays 2026
AI is now being woven into product development and internal workflows as the cloud communications group marks 20 years in business.