Resonate CX WEBINAR
Current State of Omni-Channel: Market Research Report Webinar 2025 | Australia
Join our Sales Director Paul Stubley as he presents the key findings from our exclusive Current State of Omni-Channel Market Research Report 2025.
27
August
11:30AM – 01:30PM
Zoom
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
Register for the Webinar
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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
Now available for webinar, watch the highlights during the unveiling of the insights from the 2025 Current State of Omni-Channel Market Research Report—a must-know playbook to increase basket size & navigate shifting economic pressures.
More event videos
Current State of Retail Customers Market Research Report 2025 | United Kingdom
Watch Full Event Video
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
About the speaker
Paul Stubley is a dynamic leader driven by the core belief that customer experience is the ultimate differentiator in today’s competitive market. With over 18 years of experience in B2B sales, he has a proven track record of empowering organizations to truly listen to their customers and translate those insights into purposeful action, fostering revenue growth and long-term loyalty.
As a key figure at Resonate CX, Paul helps companies align critical customer experience insights with tangible business outcomes. His expertise extends to driving go-to-market strategies for CX solutions and building high-performance teams that consistently exceed growth goals. Paul is passionate about fostering environments where sales, marketing, and customer success teams operate in seamless synchronicity, ensuring customers feel the profound difference of a unified approach. He is always eager to connect with fellow CX innovators, sales leaders, and brands committed to elevating their customer experience.
Get a copy of the Current State of Omni-channel Market Research Report 2025 | Australia
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