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
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.
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.
Analyst Insights
Research and market analysis connected to Omnichannel
Netcore Unbxd named Gartner Leader for search discovery
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
Expert Columns
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
AI-era contact centres become strategic CX data hubs
Interviews
Interviews and video coverage from the network
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Recent Omnichannel News
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.
Google Cloud expands Gemini enterprise agent controls
Businesses can now run and monitor AI agents for up to seven days as Google Cloud adds tighter identity and governance controls.
Eltropy to showcase AI focus at autumn credit union events
Credit unions face rising pressure to modernise service and cut manual work, with AI now moving into lending, collections and contact centres.
Avery Dennison & Eventshop launch digital fan experiences
Fans will be able to unlock content and offers from jerseys, trainers and workwear by tapping NFC labels or scanning QR codes.
Amex GBT launches Claude AI connector for bookings
Business travellers can now book policy-compliant flights and hotels inside Claude, as Amex GBT pushes AI agents from search to transactions.
Boody adopts NetSuite to streamline global operations
The retailer says the new platform cut manual checks and held up through Black Friday, easing strain as sales surged across five markets.
Cloudinary developer community tops four million users
Rising pressure on web teams is fuelling demand for media infrastructure as Cloudinary's developer community climbs to four million users.
Whale lands USD $40 million to drive global AI expansion
The funding will help Whale expand enterprise AI deployments across North America, Asia-Pacific, the Middle East and Europe.
Therabody unifies global operations on Oracle NetSuite
The wellness brand has cut technology costs by 45% after replacing disconnected systems with a single cloud platform across finance and supply chain.
Laser Clinics launches headless site on BigCommerce
Customers can now book treatments and buy prepaid services in one place after Laser Clinics replaced its seven-year-old system before Black Friday.
Eightfold launches Candidate Agent for hiring chats
Recruiters could cut candidate drop-off as Eightfold's new tool folds job search, scheduling and FAQs into one conversation.
TP backs dtcpay's Asia-Pacific payments support push
Multilingual 24/7 support is becoming essential as Asia-Pacific payments firms race to reassure merchants using stablecoin-linked services.
8x8 named MetriStar top provider for CPaaS & CCaaS
Recognition follows a market shift towards integrated customer communications platforms as 8x8 scores above average on business success and sentiment.
Amazon Web Services launches no-code AI customer designer
Business teams can now build AI-led service journeys without engineering support, as AWS previews a no-code designer for Amazon Connect Customer.