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melissa
In Consumer Engagement

Omnichannel Engagement: What Australian Brands Need

Omnichannel Engagement Strategy for Australian Brands - Trevor Services

Australian consumers don’t think in channels. They browse on their phone, compare prices on a laptop, and pick up in store — all within the same purchase journey. Brands that still treat each touchpoint as a separate silo are losing customers to those that don’t. This article breaks down what omnichannel engagement actually means, which channels matter most, and how to build a strategy that connects them into a seamless experience.

What Is Omnichannel Engagement?

Omnichannel engagement is a consumer-first approach where every brand touchpoint — digital and physical — is connected and consistent. Unlike multichannel marketing, which simply means being present on multiple platforms, omnichannel engagement ensures that the customer experience flows naturally between channels.

A shopper who adds an item to their cart on mobile should see that same cart on desktop. A loyalty member who earns points in store should see them reflected instantly in the app. The data, messaging, and experience follow the customer, not the other way around.

This distinction matters because consumers increasingly expect it. Research from 2025 found that 49% of Australian shoppers prefer recommendations based on what they are currently browsing or doing on a website or app — higher than the global average of 43%. Brands that deliver this kind of contextual relevance earn more attention, more trust, and ultimately more revenue.

Why Australian Brands Are Doubling Down on Omnichannel

The Australian retail landscape has shifted significantly. Major supermarket groups now anchor omnichannel ecosystems that combine loyalty programs, fulfilment networks, and retail media into unified consumer experiences. This ecosystem-led competition means mid-market brands need to think differently about how they engage customers.

Three forces are driving this shift.

First, rising customer acquisition costs are pushing brands to focus on retention. It is far cheaper to re-engage an existing customer through a well-timed SMS or personalised email than to win a new one through paid media. Omnichannel engagement makes retention systematic rather than ad hoc.

Second, first-party data is becoming the most valuable asset in marketing. With third-party cookies disappearing and privacy regulations tightening, brands that collect and connect customer data across touchpoints have a structural advantage. Every interaction — a loyalty scan, an email open, a competition entry — adds to a richer customer profile.

Third, consumer expectations have simply moved on. A 2026 Resonate CX study found that Australian consumers now expect seamless transitions between online and offline experiences. Unified commerce is becoming a requirement, not a future roadmap item.

The Channels That Drive Omnichannel Engagement

Not every channel deserves equal investment. The right mix depends on your audience, product category, and existing capabilities. Here are the four pillars of a strong omnichannel engagement strategy.

SMS and Mobile Messaging

SMS remains one of the highest-performing channels in marketing. Messages achieve a 98% open rate and retail SMS campaigns convert at roughly 14%, according to 2025 industry benchmarks. Abandoned cart SMS messages see a 21% click-through rate, while geo-targeted campaigns reach as high as 31%.

For Australian brands, SMS works particularly well for time-sensitive offers, loyalty notifications, and purchase confirmations. The key is relevance — consumers will quickly opt out of generic blasts. Segmentation based on purchase history, location, and engagement behaviour turns SMS from a broadcast tool into a conversation.

Platforms like Trevor Services’ Trudy can automate this segmentation, triggering messages based on real-time consumer actions rather than static schedules.

Email and Marketing Automation

Email is the workhorse of omnichannel engagement. It handles everything from welcome sequences and post-purchase follow-ups to re-engagement campaigns and loyalty updates. Research from 2025 shows that brands combining SMS with email earn 19% more total revenue than those using email alone.

The most effective email strategies in 2026 are built on behavioural triggers rather than batch sends. A customer who browses a product page three times but doesn’t purchase should receive a different message than one who bought last week. Dynamic content blocks that pull in personalised product recommendations, loyalty point balances, and location-specific offers make each email feel individually crafted.

Push Notifications and App Engagement

Push notifications deliver timely, contextual messages directly to a customer’s lock screen. They are especially powerful for brands with a mobile app, enabling location-based alerts, real-time promotional updates, and personalised nudges.

The challenge with push is restraint. Over-notification leads to opt-outs faster than almost any other channel. The best-performing brands limit push to high-value moments: a flash sale starting, a loyalty reward unlocked, or a nearby store event. When timed correctly and personalised well, push notifications can drive immediate foot traffic and in-app engagement.

In-Store and Experiential Activations

Physical stores remain powerful engagement engines — not just for transactions, but for building relationships. In-store activations, product sampling, events, and exclusive experiences create emotional connections that digital channels struggle to replicate.

The omnichannel opportunity lies in connecting these physical moments to digital data. A customer who attends an in-store tasting event can be enrolled in a follow-up email sequence. A competition entry captured via QR code at a shelf display feeds into the same customer profile used for SMS targeting. Trevor Services specialises in these kinds of promotional activations, connecting the physical and digital sides of consumer engagement into a single, measurable journey.

How Does Omnichannel Engagement Work in Practice?

Consider a mid-sized Australian FMCG brand launching a new product. The campaign might work like this.

The brand runs an in-store sampling activation across 200 supermarket locations. Consumers who try the product scan a QR code to enter a purchase-to-enter competition, providing their mobile number and email in the process.

Within minutes, each entrant receives a confirmation SMS with a digital coupon for their next purchase. Over the following two weeks, they receive a short email sequence — one highlighting the product’s story, another sharing recipes, and a third offering a loyalty sign-up incentive.

Those who make a repeat purchase are tagged in the platform and receive a push notification when the brand runs a flash promotion the following month. Meanwhile, the analytics dashboard tracks which channel drove the most conversions, which store locations generated the highest engagement, and which customer segments responded best.

This is omnichannel engagement in action: each channel supports the others, data flows between them, and the customer experiences a coherent brand relationship rather than disconnected messages.

Five Steps to Build Your Omnichannel Engagement Plan

If you are building or refining your omnichannel engagement strategy, here is a practical framework to follow.

Step one: audit your current channels. Map every touchpoint where consumers interact with your brand — website, app, social, email, SMS, in-store, events, third-party retailers. Identify where data is captured and where it is not. The gaps are your biggest opportunities.

Step two: unify your customer data. Omnichannel engagement depends on a single view of the customer. This means connecting your CRM, POS, email platform, and promotional tools so that a loyalty member is recognised whether they are shopping online, entering a competition, or visiting a store. A customer data platform or an integrated promotional technology partner like Trevor Services can handle this orchestration.

Step three: define your channel roles. Not every channel should do everything. Assign clear roles: email for nurture and storytelling, SMS for urgency and transactions, push for real-time relevance, and in-store for experience and acquisition. This prevents channel conflict and message fatigue.

Step four: automate based on behaviour, not calendars. The most effective omnichannel strategies are triggered by what customers do, not when your marketing team schedules a campaign. Set up automated flows for key moments: welcome, post-purchase, cart abandonment, milestone rewards, and win-back. Trudy’s predictive intelligence can identify the optimal timing and channel for each customer interaction.

Step five: measure across channels, not within them. The biggest mistake in omnichannel is measuring each channel in isolation. A customer might discover your brand through Instagram, receive an SMS offer, and convert in store. Attribution needs to account for this cross-channel journey. Real-time analytics dashboards that track the full path to conversion — the kind Trevor Services builds for promotional campaigns — give you the complete picture.

Getting Started

Omnichannel engagement is not about being everywhere at once. It is about being connected wherever you are. Australian consumers expect seamless experiences, and the brands that deliver them will win on retention, lifetime value, and advocacy.

The good news is you do not need to overhaul everything overnight. Start with your highest-value customer segment, connect two or three channels around a single campaign, and measure the results. Then expand from there.

Ready to build an omnichannel engagement strategy that connects your promotions, loyalty programs, and analytics? Talk to the team at Trevor Services.

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melissa
In Loyalty & Rewards

AI-Driven Loyalty Personalisation: What Brands Need Now

AI-driven loyalty personalisation for Australian brands - Trevor Services

Loyalty programs have long been a cornerstone of customer retention, but the old earn-and-burn model is losing its edge. Australian consumers now expect brands to know them, anticipate their needs, and deliver rewards that feel genuinely relevant. The catalyst making this possible at scale? Artificial intelligence.

In this article, we explore how AI-driven personalisation is reshaping loyalty programs across Australian retail, hospitality, and FMCG sectors, and what marketing leaders need to do to keep pace in 2026.

What Is AI-Driven Loyalty Personalisation?

AI-driven loyalty personalisation refers to the use of machine learning, predictive analytics, and real-time data processing to tailor every aspect of a loyalty program to individual members. Rather than offering the same catalogue of rewards to every customer, AI enables brands to personalise the products recommended, the rewards offered, and even the actions required to earn them.

This goes well beyond inserting a first name into an email. True AI personalisation analyses purchase history, browsing behaviour, location data, and engagement patterns to deliver offers that resonate with each customer’s preferences and habits. The result is a loyalty experience that feels curated rather than generic.

Why Personalisation Has Become Non-Negotiable

Consumer expectations have shifted dramatically. Research shows that around three-quarters of shoppers now expect personalised experiences from the brands they engage with, while 60 per cent report frustration when offers feel irrelevant to them. For loyalty program operators, this means a one-size-fits-all approach is no longer just suboptimal; it actively drives disengagement.

The commercial case is equally compelling. Companies implementing AI-powered retention strategies report up to a 30 per cent decrease in churn rates and a 50 per cent increase in customer lifetime value. Early adopters of AI in loyalty contexts are seeing 41 per cent better retention metrics than those yet to invest, according to 2026 industry benchmarks.

For Australian brands competing in increasingly crowded markets, these numbers represent a significant competitive advantage that cannot be ignored.

How AI Personalisation Works in Practice

Understanding the mechanics helps demystify the technology. Here are the core ways AI transforms loyalty program delivery.

Predictive Offer Targeting

Rather than blasting the same promotion to every member, AI models analyse individual purchasing patterns to predict which offers will drive action. A customer who consistently buys premium coffee beans receives a targeted reward for a new single-origin blend, while a price-sensitive shopper gets a compelling discount on their regular purchase. The offer, the reward value, and the earning mechanic are all tailored.

Real-Time Engagement

AI enables what loyalty experts call “in-the-moment” experiences. As a member browses an app or walks into a store, the system can serve contextually relevant offers in real time. This shift from batch-and-blast to real-time responsiveness creates a loyalty experience that feels dynamic and attentive rather than static and predictable.

Churn Prediction and Prevention

Perhaps the most valuable application is identifying members at risk of lapsing before they disengage. AI models can detect subtle behavioural signals, such as declining purchase frequency, reduced email engagement, or smaller basket sizes, and trigger targeted re-engagement campaigns automatically. Platforms like Trudy from Trevor Services use predictive intelligence to surface these at-risk segments, enabling marketing teams to intervene with precision rather than guesswork.

Dynamic Reward Optimisation

AI continuously tests and optimises reward structures based on member response data. Instead of relying on quarterly reviews and manual adjustments, the system learns which reward types, values, and redemption mechanics drive the strongest response from different customer segments, then adjusts accordingly.

The Shift from Transactional to Relational Loyalty

One of the most significant trends in 2026 is the move away from purely transactional loyalty models toward relational ones. Traditional programs focused almost exclusively on purchase frequency: spend more, earn more points, redeem for discounts. While straightforward, this approach creates little genuine brand affinity.

AI-powered personalisation enables a fundamentally different relationship. Programs can now recognise and reward a broader range of engagement behaviours, from writing reviews and referring friends to attending events and engaging with branded content. The program becomes less about transactions and more about building an ongoing relationship with the brand.

Leading programs in the Asia-Pacific region are delivering seamless, end-to-end customer journeys across digital, in-store, and partner ecosystems while creating genuine emotional engagement. The top-performing programs achieve 7.2 times return on investment through increased purchase frequency, larger basket sizes, and reduced churn.

What Australian Brands Should Prioritise

For marketing managers and heads of loyalty looking to implement or upgrade AI-driven personalisation, several priorities stand out.

Invest in First-Party Data Infrastructure

AI is only as good as the data it learns from. Brands need robust systems for collecting, unifying, and activating first-party customer data across all touchpoints. This means investing in customer data platforms (CDPs) that consolidate online and offline interactions into a single member profile. Without clean, comprehensive data, even the most sophisticated AI will underperform.

Start with High-Impact Use Cases

Rather than attempting to overhaul everything at once, focus on the personalisation use cases that deliver the fastest return. Churn prediction, targeted offer optimisation, and personalised onboarding journeys are typically the highest-impact starting points. Trevor Services works with brands to identify these quick wins and build momentum before scaling to more advanced applications.

Balance Personalisation with Privacy

Australian consumers are increasingly conscious of how their data is used. The most successful programs are transparent about data collection practices and give members meaningful control over their preferences. Personalisation should feel helpful, not intrusive. Brands that get this balance right build trust alongside engagement.

Measure What Matters

Move beyond simple enrolment numbers and point redemption rates. AI-driven programs should be measured on customer lifetime value, engagement depth, churn reduction, and incremental revenue per member. Industry data shows that 92.7 per cent of loyalty program owners report positive returns, with an average ROI of 5.3 times, but only when they track the right metrics and optimise accordingly.

The Role of Generative AI in Loyalty

Looking ahead, generative AI is opening new frontiers for loyalty personalisation. Enterprise adoption of generative AI is expected to exceed 80 per cent by 2026, enabling capabilities like automated content personalisation, conversational loyalty interactions, and hyper-personalised member communications at scale.

For loyalty programs, this means the ability to generate personalised reward descriptions, create tailored member communications, and even design individualised challenges and gamification elements, all without manual intervention. Younger demographics are particularly receptive: 55 per cent of Gen Z and 53 per cent of Millennials say they are more likely to join a loyalty program that uses AI to enhance their experience.

Getting Started with AI Loyalty Personalisation

The gap between brands using AI in their loyalty programs and those relying on traditional approaches is widening rapidly. The technology is no longer experimental; it is delivering measurable, proven results across Australian retail, hospitality, and FMCG sectors.

The key is to start with a clear strategy, invest in the right data foundations, and partner with specialists who understand both the technology and the Australian market. Whether you are launching a new program or evolving an existing one, AI-driven personalisation is the capability that will define competitive loyalty programs in the years ahead.

Want to explore how AI-powered personalisation can transform your loyalty program? Talk to the Trevor Services team about building a smarter, more responsive member experience.

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Ready to build a smarter loyalty program? Talk to Trevor Services about how our Trudy platform delivers AI-powered personalisation and real-time engagement.

melissa
In Industry Trends, Promotions

Retail Media Networks in Australia: What Brands Need to Know

Australian retail media is no longer an emerging channel — it is a mainstream advertising powerhouse. With Cartology and Coles 360 collectively approaching one billion dollars in annual ad revenue, and retailers like Wesfarmers and Metcash rapidly expanding their own networks, brands that ignore retail media in 2026 risk falling behind competitors who are already capitalising on its precision and scale.

This guide breaks down what retail media networks are, why they matter for Australian brands, and how to build a strategy that delivers measurable returns.

What Is a Retail Media Network?

A retail media network (RMN) is an advertising platform owned and operated by a retailer. It allows brands to purchase ad placements across the retailer’s digital and physical properties — including websites, apps, in-store screens, email newsletters, and even third-party platforms — using the retailer’s first-party shopper data for targeting.

Unlike traditional digital advertising, which relies on third-party cookies and probabilistic audience matching, retail media uses deterministic data. When a shopper scans their Everyday Rewards card or Flybuys card, the retailer knows exactly what they bought, when they bought it, and how often they return. That purchase data becomes the foundation for ad targeting that is significantly more precise than what Google or Meta can offer in a cookieless environment.

Why Retail Media Networks Are Growing in Australia

Several forces are driving the rapid expansion of retail media across the Australian market.

First, the deprecation of third-party cookies has forced brands to seek advertising channels built on consented, first-party data. Retailers sit on enormous loyalty databases — Woolworths’ Everyday Rewards programme has over 14 million members, while Coles’ Flybuys reaches millions more — making them natural partners for brands seeking privacy-compliant audience targeting.

Second, retail media offers something most digital channels cannot: closed-loop attribution. Because the retailer controls both the ad platform and the point of sale, brands can directly measure whether an ad impression led to a purchase. This level of measurement clarity is particularly valuable for FMCG and CPG brands that have historically struggled to connect upper-funnel activity to in-store sales.

Third, retailers themselves are motivated. Advertising revenue carries significantly higher margins than grocery sales, creating a powerful financial incentive to invest in and expand media capabilities. According to industry estimates, Australian retail media spend is on track to reach $2.8 billion by 2027, up from roughly $1 billion in 2022.

The Major Australian Retail Media Players

Understanding the landscape means knowing who the key players are and what they offer.

Cartology (Woolworths Group) is arguably the most advanced retail media network in Australia. With revenue growth exceeding 29 per cent in recent reporting periods, Cartology offers brands access to over 20,000 in-store digital screens, app-based video ads, sponsored product placements on Woolworths.com.au, and off-site audience extension through programmatic partnerships. Their data asset — built on the Everyday Rewards loyalty programme — provides granular purchase-level targeting.

Coles 360 has invested heavily in catching up, reporting consistent double-digit growth. A notable innovation is their integration of Snapchat’s Promoted Places feature, allowing brands to serve proximity-based ads on the social platform’s map when shoppers are near a Coles store. Coles 360 also recently partnered with Criteo to power its on-site retail media, bringing sophisticated programmatic capabilities to the platform.

Metcash is building retail media capabilities across its IGA network, while Australia Post is leveraging its logistics data and physical network to offer unique advertising opportunities. Meanwhile, Endeavour Group has partnered with Criteo to launch its own retail media offering across BWS and Dan Murphy’s.

How Retail Media Connects to Promotional Marketing

For brands running promotional campaigns — competitions, instant-win mechanics, purchase-to-enter offers, or loyalty earn-and-burn activations — retail media networks offer a particularly compelling distribution channel.

Consider a practical example: a beverage brand launches a purchase-to-enter competition where buying any two products from the range enters the shopper into a prize draw. Traditionally, the brand would rely on point-of-sale materials and broad digital advertising to drive awareness. With retail media, the brand can target shoppers who have previously purchased from the category, serve them a sponsored product ad at the moment they are browsing the relevant aisle online, and then measure exactly how many incremental purchases the campaign generated.

This is where platforms like Trevor Services’ Trudy come into play. By connecting promotional campaign data with retail media performance metrics, brands can build a complete picture of campaign effectiveness — from ad impression through to promotional entry and redemption. That level of attribution turns promotional marketing from an art into a science.

Building a Retail Media Strategy: Five Steps for Australian Brands

Getting started with retail media does not require a massive budget, but it does require strategic thinking. Here are five steps to build a foundation.

1. Audit your retailer relationships. Start with the retailers where you have the strongest sales presence. Your existing trade relationships and category performance data will help you negotiate better placements and understand which audiences to target.

2. Define clear objectives and KPIs. Retail media can serve multiple goals — driving trial of a new product, increasing basket size among existing buyers, or defending share against a competitor launch. Be specific about what you want to achieve before allocating budget, and align your KPIs accordingly. Common metrics include return on ad spend (ROAS), incremental sales lift, new-to-brand buyer acquisition, and cost per acquisition.

3. Start with sponsored products. On-site sponsored product listings are the entry point for most brands. They are relatively straightforward to set up, deliver strong ROAS, and generate valuable performance data you can use to optimise future campaigns.

4. Layer in promotional mechanics. Once you have a baseline of always-on retail media activity, layer promotional campaigns on top. A well-timed competition or loyalty points multiplier, amplified through the retailer’s media network, can generate significant spikes in both sales and engagement. Trevor Services specialises in designing these promotional mechanics to work seamlessly alongside your media investment.

5. Invest in measurement infrastructure. The brands getting the most from retail media are those treating it as a data source, not just an ad channel. Ensure you have the analytics capability to ingest retail media performance data, connect it to your broader marketing mix, and use the insights to inform future planning.

Common Pitfalls to Avoid

Retail media is powerful, but it is not without challenges. One common mistake is treating retail media budgets as simply a reallocation of trade spend. While there is overlap, retail media is a distinct capability that requires its own strategy, creative assets, and measurement framework.

Another pitfall is over-reliance on a single retailer’s network. Just as you would diversify your media mix across channels, consider spreading retail media investment across multiple retailers to reach different shopper segments and avoid dependency on one platform’s data.

Finally, do not neglect the creative. Retail media placements often appear alongside products and pricing information, so your creative needs to work in that commercial context. Generic brand awareness messaging tends to underperform compared to specific, action-oriented creative that gives the shopper a reason to add the product to their basket right now.

What Comes Next for Retail Media in Australia

The next phase of retail media in Australia will be defined by three developments. First, artificial intelligence will drive smarter ad placement and audience segmentation, with algorithms assessing product page context, reviews, and recommendation modules to serve more relevant ads. Second, self-service platforms will mature, giving brands more control over campaign setup, optimisation, and reporting without relying on the retailer’s sales team. Third, retailers will increasingly integrate media, merchandising, and shopper experience goals — moving beyond simply selling ad inventory to creating genuinely useful brand-to-consumer connections.

For brands in the FMCG, retail, hospitality, and entertainment sectors, retail media networks represent one of the most significant shifts in the Australian marketing landscape this decade. The combination of first-party data, closed-loop measurement, and proximity to the point of purchase makes it a channel that delivers accountability at a level most traditional media simply cannot match.

Want to connect your promotional campaigns with retail media for maximum impact? Talk to the Trevor Services team about how Trudy can help you measure what matters.

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Running promotions through retail media networks? Talk to Trevor Services about our compliant promotion platform with built-in analytics and reward mechanics.

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