Resonate CX Event
Current State of Omni-Channel Retail: Market Insights 2025 | Australia
Join our CEO Mita Bedi’s as she presents the key findings from our exclusive Current State of Omni-Channel Retail: Market Insights Report 2025.
18
SEPTEMBER
11:30AM – 01:30PM
Berth, Newquay Promenade, Docklands VIC
11
FEBRUARY
11:30AM – 01:30PM
Novotel Sydney Darling Square
12
FEBRUARY
11:30AM – 01:30PM
Novotel Melbourne Central
19
FEBRUARY
11:30AM – 01:30PM
Novotel Southbank Brisbane
Watch the event presentation
We give you the insights to optimise your In-store Retail Customer Experience
Insights into shopping behaviours and preferred channels
Key pain points and challenges affecting conversion rates
Delivery preferences and their influence on customer satisfaction
Strategies to optimize the overall shopping experience
The ideal omni-channel experience to attract and retain new customers
Introduction
The Retail Market Insights 2025 report presents an in-depth analysis of evolving consumer behaviours, shopping preferences, and the critical role of customer experience (CX) in driving retail performance.
Conducted by Resonate CX, this research provides a comprehensive examination of omni-channel retail trends, highlighting opportunities for retailers to optimise customer interactions across digital and physical touchpoints.
Through extensive market research and Voice-of-Customer (VoC) analytics, this report uncovers key drivers of consumer decision-making, factors influencing cart abandonment, and the growing expectation for seamless shopping experiences.
With insights gathered from real consumer feedback, it explores how retailers can enhance customer satisfaction, improve conversion rates, and increase overall basket size by integrating CX more strategically into their operations.
Do you understand the customer journey – online and offline?
Getting to know your customer’s full journey helps you break silos and make improvements which affects the whole journey rather than single touch points.
Current Shopping Pattern
Trends in shopping patterns and preferences, key factors shaping purchase decisions, and key in-store differences from online shopping all influence consumer behavior.
Channel Conversion and Unplanned Purchases
Understand the importance of information-seeking before making purchases and identify the key factors driving unplanned purchases.
Optimizing Basket Size: Factors Influencing Conversion
Identify the key factors contributing to cart abandonment both in-store and online, and evaluate the effectiveness of follow-up communications.
Return Process and Basket Size: Importance and Key Factors
Understand the importance of the return process in increasing basket size, identify the key factors in the return process, explore how customers envision the ideal return experience, and determine how willing customers are to pay more for an enhanced return process.
Online Delivery: Preferences, Factors, and Trends
Identify customer delivery preferences, factors influencing delivery choices, and ways to prioritize them; assess tolerance for delivery times versus in-store pickup; and evaluate strategies to enhance click and collect adoption.
Understanding Different Mindsets
Explore how consumer mindsets differ and the impact this can have on consumption.
Driving Greater Revenue through Dream Experiences
Understand what drives modern shoppers to return and their ideal experiences, and assess how improvements influence behavior, value perception, and willingness to pay.
Omni-channel Retail 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 Retail 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.
Don’t miss what retailers are raving about
“Key takeaways were the smooth returns process and how to identify shoppers without direct interaction.”
“Key takeaways were the returns process to gain market share and the importance of loyalty programs to keep customers engaged.”
“The report highlights how consumers are shifting between segments, evolving, and spending in new ways.”
“This got our attention to the voice of customer and messaging around convenience and speed purchase.“
Get a copy of the Current State of Omni-channel Retail: Market Insights Report 2025 | Australia
About the speaker
Mita is a Customer Experience Specialist, thought leader, CEO, and Co-Founder of Resonate.CX. With more than 20 years of international experience in business consulting, Mita has been part of leading transformational programs that help drive revenue and competitive advantage using customer strategy. She has lived and worked as a global citizen in the UK, Singapore, and Italy.
Mita has founded and grown two companies and is passionate about driving impact. Outside of her work life, she is also a mother of two young children, loves all creative pursuits, and is an active member of her community.
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Current State of Retail Customers Market Research Report 2025 | United Kingdom
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