Current State of Omni-Channel Retail 2025 | Australia
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Adapt or Fall Behind
Australian shoppers have significantly changed their shopping habits in the past year
65%
Experience Drives Revenue
shoppers willing to spend more for standout retail experiences
40%
Convenience Converts
consumers will pay extra for smooth returns and fast checkout
60%
Real Loyalty Lives In-Store
shoppers believe digital can’t replace in-store human connections
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Don’t miss what retailers are raving about
“Key takeaways were the smooth returns process and how to identify shoppers without direct interaction.”
“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.“
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 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.
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Recognised for CX Excellence: Summer 2026
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