Australia – Resonate CX hosted an exclusive executive event as part of the 4th Annual Retail Insight Report: Current State of Omni-Channel Market Research Report 2025 – Australia. The event brought together senior retail executives, CX leaders, and growth strategists for a deep dive into the shifting behaviours of today’s omni-channel shopper and the emerging CX opportunities.
Held across 3 cities in Australia (Sydney, Melbourne, and Brisbane) the multi-city event was launched for Australia’s retail innovators who are rethinking what it takes to win in a hyper-competitive landscape.
“Retail is being reshaped by customer expectations faster than ever,” said Mita Bedi, CEO of Resonate CX.
“We put together a significant Market study with a 95% confidence level with a really large sample of almost a thousand. This report helps cut through the noise. It gives retailers the insights they need to prioritise experiences that convert, retain, and differentiate.”
Omni-channel Market Insights Report Event Highlights 2025 | Australia
Watch the highlights during the unveiling of the never-before-seen insights from the 2025 Current State of Omni-Channel Market Research Report—a must-know playbook to increase basket size & navigate shifting economic pressures.
This event was attended by the retail industry’s biggest players in Australia, hosted by CEO Mita Bedi.
Inside the Report: Key Insights That Sparked Conversation
The 2025 report, based on feedback from thousands of Australian shoppers, reveals surprising truths about:
- Why 77% of Australians still prefer in-store shopping and how brands can make the most of every visit.
- The hidden reasons behind impulse purchases (and how to trigger more of them).
- Where most omni-channel journeys actually start (hint: it’s not where most retailers are investing.)
- Which post-purchase moments drive repeat business and which are quietly causing churn.
Attendees also explored how brands are responding to these shifts by creating seamless handoffs between digital and physical, adapting loyalty programs, and harnessing AI to make every touchpoint count.
A retail leader from Cue who attended the event noted the value of understanding the returns process to gain market share, as well as the importance of loyalty programs to keep customers engaged, insights which resonated strongly during the session, “Some of my key takeaways were the smooth returns process and how to identify shoppers without direct interaction.”
Attendees also explored how brands are responding to these shifts by creating seamless handoffs between digital and physical, adapting loyalty programs, and harnessing AI to make every touchpoint count.
One CX leader from Matific also shared, “This got our attention to the voice of customer and messaging around convenience and speed purchase.” It underscored the urgency of real-time insights and agile response across the customer journey.
Turning Insights Into Action
Resonate CX showcased real-world examples of how leading retailers are:
- Closing feedback loops in real time.
- Empowering frontline teams with live customer insights.
- Driving conversions with experience-led design.
A Glimpse Into the Future of Retail CX
With economic pressures and changing consumer mindsets on the rise, the need to understand and act on customer expectations has never been more urgent. Resonate CX’s 2025 Omni-Channel Market Research Report gives retail decision-makers the clarity to do just that.
The full report is available to download now. Access the 2025 Omni-Channel Market Research Report here.
