Resonate CX Takes 2026 Omni-Channel Retail Research to Retail Leaders Across Australia

Australia, 2026 — Resonate CX has concluded its annual retail insights roadshow across Sydney, Melbourne, and Brisbane, where senior retail executives gathered for the exclusive reveal of the Current State of Omni-Channel Retail 2026 report. Now in its fifth year, the event series has become a fixture in the Australian retail calendar, bringing together CX leaders, commercial strategists, and operations executives for a data-led conversation on the shifting behaviours of the omni-channel shopper.

The multi-city events were hosted by Resonate CX CEO Mita Bedi, with each session structured as a peer-level forum — designed to give retail leaders both the latest consumer research and the space to stress-test what it means for their own strategies.

Inside the 2026 Research

The Current State of Omni-Channel Retail 2026 report is based on a statistically significant study of Australian consumers, conducted with a 95% confidence level. The research explores how shoppers are moving across physical and digital channels in 2026, what experience factors most strongly influence conversion and basket size, and where the biggest friction points in the omni-channel journey are emerging.

Key areas covered at the events included how consumer expectations for seamless channel integration have evolved from prior years, what the highest-value customer segments now demand from in-store and online experiences, and which post-purchase moments are driving long-term loyalty versus quiet churn. The report also examines how economic pressures are influencing shopper mindsets and what retailers can do to protect revenue by addressing specific experience gaps rather than competing on price.

Download the Current State of Omni-Channel Retail 2026 Report

A Room That Thinks, Not Just Listens

The format of the Resonate CX retail roadshow is deliberately different from a standard industry briefing. Attendees across Sydney, Melbourne, and Brisbane were given early access to the research before it was made publicly available, with time built into each session for discussion and peer exchange.

Retail executives explored how the findings mapped to their own customer data, debated priorities for CX investment, and shared perspectives on the practical realities of delivering consistent experience across physical and digital touchpoints in a market where consumer expectations are higher than they have ever been.

Related: Resonate CX Hosts Current State of Omni-Channel Retail 2025 Roadshow in Sydney

Acting on the Insights

For retailers looking to move from insight to action, the 2026 report provides a specific and commercially grounded starting point. Understanding which experience factors most influence the highest-value customer segments, where omni-channel friction is costing conversions, and which post-purchase investments deliver measurable retention uplift gives leaders a framework for prioritising their next twelve months.

Resonate CX’s retail market research series is now in its fifth year, giving Australian retailers a consistent, annual view of how consumer expectations and behaviours are evolving year on year.

The Current State of Omni-Channel Retail 2026 report is available to download now.

Access the full report here.

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