Latest news with #omnichannel
News.com.au
4 days ago
- Business
- News.com.au
Kmart's $500m promise to customers
Kmart has committed to a new $500m fulfilment centre in Sydney's west as it aims to double revenue to $20 billion over the next decade. The retail giant has announced plans to build the new 100,000 sqm Omnichannel Fulfilment Centre to be built at ESR's Intermodal Precinct at Moorebank. The facility is expected to be operational by the end of 2027 and Kmart Group said it will create more than 1300 jobs during the construction phase of the project and when it is fully operational. The facility will also service Kmart's sister retail outlet Target and is aimed at modernising logistics and enhancing supply line growth. 'This commitment is an exciting milestone and represents a significant investment in our future supply chain,' Kmart and Target CEO John Gualtieri. 'By modernising our fulfilment capabilities, we're increasing speed, efficiency and flexibility across our network. 'Ultimately, this is about delivering even more value to our customers, which is central to who we are.' Kmart have been experimenting with store layouts in a limited number of stores in Queensland in a big to increase sales and reach that $20bn target in the next 10 years, which would almost double current revenue. Growth in online sales is another crucial target. 'With nearly 450 stores across Australia and New Zealand, our store network for Kmart and Target remains a core part of our customer offering,' Mr Gualtieri said. 'This new facility is key to delivering a seamless omnichannel experience, ensuring customers receive the products they need, when and how they want them. 'Whether shopping online or in-store, our goal is to provide great quality products at the lowest prices, and this facility will help us do that more efficiently than ever.' The Moorebank Intermodal Precinct is expected to deliver around $11bn in economic benefits in the three decades following completion, including $3.5bn to southwest Sydney's economy.
Finextra
4 days ago
- Business
- Finextra
JCB expands in-store card acceptance with PayXpert
JCB and PayXpert, a pioneering omnichannel payment services provider based in Europe and in the UK, today announced a strategic partnership to enhance JCB's card acceptance across European1 and UK markets. 0 The collaboration promises a smoother payment experience for both merchants in the regions and international JCB Cardmembers. Through this collaboration, JCB's 169 million cardmembers will enjoy greater convenience and accessibility across a wide range of businesses throughout Europe and in the UK. PayXpert's varied merchant network is covering diverse sectors such as retail, hospitality, tourism, and transport. This partnership ensures broader JCB Card acceptance, making it easier than ever for JCB Cardmembers to use their preferred payment method while traveling and spending in Europe and in the UK. By joining JCB's merchant community of 56 million worldwide, PayXpert is ideally positioned to facilitate JCB Card acceptance in Europe and in the UK and support the growth of its merchant partners. This partnership will also enable PayXpert's merchants to tap into the growing number of JCB Cardmembers, mainly from Asia, who frequently travel and shop across Europe. This way, merchants will be able to cater for the needs of international travellers and offer a more seamless and tailored in-store payment experience, encouraging repeat business and fostering loyalty. The collaboration will also facilitate cross-border payments, further enhancing convenience for both merchants and cardmembers. Moreover, JCB Card acceptance on POS terminals is enabled at no additional setup cost, empowering merchants to tap into new revenue opportunities effortlessly. 'We are delighted to announce our new collaboration with PayXpert to further expand JCB's presence in the European and UK market,' said Ray Shinzawa, Managing Director, JCB International (Europe) Ltd. 'This partnership aligns with our goals of providing JCB Cardmembers with a fast and secure payment experience, whenever they need it. By leveraging PayXpert's extensive network and expertise, we will further increase our JCB Card acceptance, providing unparalleled convenience for our cardmembers travelling throughout Europe.' Nicolas Riegert, Co-founder & CEO, PayXpert added, 'We are thrilled to welcome JCB to our network and offer our merchants access to a wider customer base. This partnership showcases our commitment to providing seamless and flexible payment solutions that meet the evolving needs of our clients. Inclusivity is at the core of PayXpert's DNA, and by accepting international payment methods like JCB, we enable more global shoppers to enjoy a payment experience tailored to their preferences and habits. By welcoming JCB Cardmembers, our merchants can attract new customers, increase sales, and enhance their overall customer experience.'
Forbes
23-05-2025
- Business
- Forbes
Three Ways the Pandemic Era Changed Retailing
Three Ways the Pandemic Era Changed Retailing In the five years since the global shutdown that heralded the Covid-19 pandemic, the retail industry has weathered a once-in-a-generation evolutionary spasm which, like the asteroid that wiped out the dinosaurs, has forced brands and companies to adapt or die. As the industry grapples with a new challenge—the squabble over tariffs—it's worth pausing a moment to reflect on what has changed, what hasn't, and what we've learned. 1. E-commerce is dead as a discrete retail channel. Today it is just one of many elements called the omni-channel. And as a percentage of the consumer economy, it has peaked. Five years ago—as malls, shopping centers, and all but essential merchants went dark, victims of the worldwide quarantine—Amazon was solidifying its role as a retail Goliath. The Amazon juggernaut was portrayed as inevitable, and in-person retail as doomed. Amazon had Walmart—an e-commerce newbie—on the ropes. At the time, the e-commerce share of total U.S. retail sales was surging, reaching 16% in 2020, according to the U.S. Commerce Department. That share was widely projected to continue growing, with some speculating that it might one day eclipse bricks-and-mortar retail. Not so fast! Consumers have since voted with their feet, demonstrating an unshakable preference for in-person shopping. They like to find deals they didn't expect and merchandise they didn't know they wanted. As a result, e-commerce as a share of total retail sales stalled out. Five years later, it is still 16%. Meanwhile, national retailers are busy building new stores, but with a twist. As we noted here previously, heavy hitters like Walmart, Target, IKEA, and others are growing by building smaller stores located in neighborhood shopping centers, closer to their customers. Amazon, meanwhile, has struggled without much success to build a physical retail presence while Walmart has built a competitive robust e-commerce platform that is growing fast. 2. The consumer spending binge is over. In 2021 and 2022, when a gusher of federal stimulus payments hit the nation's bank accounts, America went shopping—revenge spending. A lot of that money was spent on cocooning (home goods, setting up home offices, renovation projects) and, as restrictions eased, on eating out and travel. Discretionary spending boomed, according to this U.S. Bureau of Economic Analysis chart. After a quarter century of annual year-over-year growth averaging about 2.5%, the quarterly spend surged by as much as 6%, reflecting the spree and a spike in inflation. Two-plus years later, first quarter 2025 growth in personal consumption (excluding food and energy) has cooled to 3.5%. Meanwhile, credit card debt is at or near record levels, and delinquencies of every loan type are rising. Movements like 'No Buy 2025' and a developing trend of underconsumption among upcoming generations suggest a sea change in the culture. An expensive cup of barista coffee is no longer a treat, it's a frivolous luxury. There is a widespread sense that everything has gotten too expensive. Price trumps most other considerations, but with a twist—it's about 'value.' On Amazon, for example, an AI program scans product reviews and summarizes them in a paragraph that usually mentions whether reviewers found the item a 'good value for money.' Lowest-cost grocers like Aldi are growing fast. On the other end of the spectrum, brands like Nordstrom are growing fleets of smaller, more profitable branded stores that sell discounted merchandise. Austerity is the new normal. 3. The definition of retailer is changing. The sophistication of customer data thanks to AI and other technologies has been phenomenal and inspired savvy retail execs to reimagine how they run their businesses. As we noted here previously, Tractor Supply turned out to an unlikely beneficiary of the pandemic when the work-from-home mandate drove thousands of families out of the cities, looking for homes with room for an office. These newly-arrived country cousins needed lawn mowers and snow shovels and they didn't want to drive 30 miles to the nearest big box store. So they ended up at Tractor Supply, typically located on the edge of the suburbs. Then these urban refugees got lonely and acquired pets. The company noticed and began to stock and promote kitty litter and dog toys as well as supplies for housing, feeding, and raising chickens, a new suburban hobby. Tractor even began carrying fashion apparel, like Carhartt jackets, that appealed to these newly-minted suburban cowboys. More recently, Tractor has added veterinary services. Five years after the pandemic, successful retailers are using data to develop the business equivalent of peripheral vision. In 2021, Walmart sold $119 billion worth of general merchandise, a huge $10 billion decline from a year earlier. But it's lower-profit grocery business was strong, growing 8% over 2020. In spite of the profit challenge, the company doubled down on groceries and today Walmart sells less general merchandise than it did in 2021 but has steadily grown its revenue and profits, driven by food and other consumables. Walmart noticed that Amazon was making a lot of money selling advertising to vendors, and since has successfully launched its own retail media network, a low-cost, fast-growing source of revenue. As part of its strategy, the company also bought the television brand Vizio, which has huge potential as an advertising platform. Home Depot has been hit hard by the downturn in spending on home improvement projects and on home building. But the company discovered it had a money maker in a most unlikely section. According to a recent article in The Wall Street Journal, its garden business generates revenue of about $20 billion a year—more than appliances, lumber or paint. The company has doubled down on everything from plants to patio furniture. According to The Journal, 'Home Depot makes more money from its garden divisions than Hermès does from all of its luxury goods.' In general, the pandemic and its side effects have made both retailers and consumers better informed. The key to success for retailers and brands at this point is being agile enough to take advantage of rapid and unexpected changes in consumer behavior or even better yet use AI with customers to anticipate. A huge unlock.
Forbes
22-05-2025
- Business
- Forbes
Reality Check: The One Thing That's Probably Missing From Your Omnichannel Marketing Strategy
Omnichannel marketing has become dogma among modern marketers. We collectively take it for granted that to 'reach consumers where they are,' your campaigns need to span a mix of channels to engage potential buyers here, there and everywhere. Because consumers' journeys have become totally unpredictable, and there's no telling how in the heck they'll navigate your funnel. Getty But like any article of faith, omnichannel can get a little shaky sometimes — particularly when campaigns underperform or begin petering out, and marketers start to ask: What went wrong? What's missing? What are we not getting? A new white paper from The Harris Poll (THP) offers some potential answers. For 'The Return of Touch Report: Reimagining Consumer Engagement in 2025,' which Quad is proud to present, THP conducted a demographically representative survey of 2,068 U.S. adults. Among the white paper's eye-opening data points: • 79% of all consumers surveyed by The Harris Poll say that online shopping lacks the 'magic' of an in-person find — and 71% say that online shopping experiences blur together. • 86% of Gen Z and Millennial consumers agree that 'touching and feeling products are essential to my purchase decisions.' • 71% of all consumers agree that 'print catalogs or magazines feel more authentic than digital campaigns' — and, notably, that percentage is even higher (79%) for Millennials. • 73% of Gen Z and Millennial consumers say they look forward to receiving catalogs from brands. • 72% of Gen Z and Millennials say that they 'wish more brands focused on surprising me through [physical] mail.' • 71% of all consumers agree that 'experiencing a brand in a physical store deepens my connection and loyalty to it.' When you think about it, there's a narrative throughline that connects all these data points — and it's that consumers want more realness, more reality, in their media mix. Quite simply, consumers are craving more tangible, tactile media and IRL brand experiences. Digital campaigns done right can, of course, be incredibly effective, but by their very nature they're ephemeral — fleeting. You can scroll right past them in the blink of an eye. Physical media and IRL activations, though, are persistent. They engage more of our senses. They transcend the feeling of our endless swiping, scrolling and tapping at glass. As you probably gathered from some of the data points I shared above, The Harris Poll found that Gen Zs and Millennials are driving the 'Return of Touch' trend. Surprisingly, this phenomenon isn't about boomer nostalgia. Rather, it's digital-native generations saying that they're feeling particularly 'screen-weary' (as THP puts it) and are thus craving IRL experiences and media they can touch and feel. Of course, no matter how screen-weary you are — or what generation you belong to — you're probably not giving up your smartphone anytime soon. So, what this is really all about is omnichannel that bridges online and offline campaigns and activations. It's not about replacing digital campaigns with, say, direct mail. Instead, it involves marketers finding the right, data-driven mix of channels that include some touchpoints that are actually touchable. As a marketing experience (MX) company, Quad works with 2,100 brands, including hundreds of retailers and CPG marketers, so we tend to see where the marketplace is heading in advance. We decided to work with The Harris Poll — one of the most storied, trusted consumer research companies in the world — to explore these trends and to get their POV on what we at Quad were seeing. To be clear, this is The Harris Poll's research; this is their independently conducted, demographically balanced survey of U.S. consumers. But the findings validated what Quad has been seeing firsthand in the marketplace — everything from the print catalog boom to the relaunch of magazine brands to retailers doubling down on creating immersive, engaging experiences that draw consumers into their brick-and-mortar stores. The bottom line is that in 2025, omnichannel isn't really omnichannel — and your strategy is probably not reaching its full potential — if it's digital-only. This is a marketing reality check that's all about, well, reality. Want to learn more? Download a (free) copy of 'The Return of Touch Report: Reimagining Consumer Engagement in 2025' here.
Yahoo
22-05-2025
- Business
- Yahoo
8x8 Earns Prestigious SBR International Business Awards Highlighting Leadership in Business Communications for CX
CAMPBELL, Calif., May 22, 2025--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), the industry's most integrated Platform for CX provider that combines Contact Center, Unified Communication, and CPaaS solutions, earns the prestigious Singapore Business Review (SBR) International Business Awards 2025 for its CPaaS solutions. 8x8 has established itself as a powerful provider of modern business communications and customer experiences. With the 8x8 Platform for CX, businesses can deliver highly personalized customer journeys without the burden of complex development. 8x8 is accelerating growth in the Asia-Pacific region with the delivery of smarter, more sophisticated omnichannel experiences. As part of this strategy, the company is expanding its Communications Platform as-a-Service offerings and enhancing its contact center capabilities with artificial intelligence powered automation, self-service tools, and real time insights. "At 8x8, we're committed to helping our customers connect with their own customers – on their channel of choice – to drive meaningful, impactful interactions that result in tangible business successes," said Stephen Hamill, General Manager, CPaaS at 8x8, Inc. "This recognition by the SBR International Business Awards illustrates the immense impact we're already having across the APAC region, and the value our CPaaS solutions are bringing to businesses." SBR International Business Awards celebrate the outstanding achievements of foreign companies operating in Singapore, highlighting their impactful projects and innovative strategies. 8x8's communications platform as a service offering – including SMS, RCS for business messaging, voice, and video interaction – allow customers to embed omnichannel messaging capabilities in their marketing and customer support communications to enhance customer experiences. With essential business functions such as authentication and fraud prevention built in, 8x8's CPaaS solutions are a key enabler of business communications in an evolving digital landscape. The SBR International Business Awards honor follows 8x8's recent wins at the 2025 Stevie Awards, where the company was recognized for excellence in customer service and innovation across its integrated communications platform. Caution Concerning Forward-Looking Statements This press release contains forward-looking statements including those related to accelerating growth in the Asia Pacific region and the expansion of the Company's Communications Platform as-a-Service offerings and enhancement of its contact center capabilities with artificial intelligence powered automation, self-service tools, and real time insights. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8's periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. These risks could slow or reduce our growth in the Asia Pacific region and impact our ability to expand our Communications Platform as-a-Service offerings and contact center capabilities with artificial intelligence powered automation, self-service tools, and real time insights, which could impact our revenues and profitability. 8x8 undertakes no obligation to update any forward-looking statements. About 8x8 Inc. 8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. The company helps customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit or follow 8x8 on LinkedIn, X, and Facebook. Copyright 8x8, Inc. 8x8® is a trademark of 8x8, Inc. All rights reserved. View source version on Contacts 8x8, Inc. Contacts:Media:PR@ Investor Relations: Sign in to access your portfolio
