Current State of Omni-Channel Retail 2026 | Australia
Understand what’s changing, why it matters, and how to respond. Clear insight into what truly drives office attendance and what to do next.
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Loved by This Year’s Attendees — Catch Up On What Made It So Valuable
“How the customers dynamic is changing and how important delivery, particularly around those click and collect services and how important they are and what impact that can have on the overall customer experience.”
“Knowing that promotions are critical and that rewards are really important but which rewards, it’s not only about the loyalty programs but it’s what makes them loyal.”
“Definitely offering affordable alternatives for customers and how important that is in today’s market and implementing loyalty programs that actually provide something useful.”
“Stock availability is really important in converting shoppers who have come in-store and online particularly for our industry.”
“Retail is difficult, it’s dynamic and has a lot of macro impact so it’s always good to see a different perspective and obviously helps us divide and conquer.”
“Previously we think that maybe discount or the price is the most important for the customers but actually it’s fun to find out it’s free delivery who’s the deal maker.”
“I’ve always thought or considered that digital was the channel that people were going to more regularly but actually once a week people are going in-store, so completely shifted my thought process of the consumer journey.”
“Overall changing sentiment of the customer and how they’re becoming a little bit more price sensitive given the sort of macro factors at play at the moment and the tendency to shift towards flexible payment options really relevant for our business.”
The Strategic Opportunities Shaping Retail’s Future
Resonate CX proudly hosted its 5th Annual Retail Executive Event in Australia for 2026, bringing together industry leaders for an exclusive, invite-only discussion on the current state of omni-channel retail. As Australia’s leading Customer Experience platform and a trusted voice in the retail sector, Resonate CX continues to uncover the trends and performance drivers shaping the future of retail.
The 2026 Retail Market Insights report delivers an in-depth analysis of evolving consumer behaviours, changing shopping preferences, and the growing demand for seamless integration across digital and physical channels. Powered by extensive market research and Voice-of-Customer (VoC) analytics, the report explores omni-channel performance realities from conversion and cart abandonment to fulfilment expectations and in-store experience alignment.
Attendees joined an executive-level deep dive into the insights shaping Australia’s retail landscape, exploring practical, data-driven strategies to optimise customer interactions, improve conversion, increase basket size, and stay competitive in an increasingly connected retail environment.
This Exclusive Insight Report Will Cover:
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Moments from This Year’s Event
MEET YOUR HOST
Mita Bedi
CEO & Co-Founder, Resonate CX
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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