2026 Online CX Report

What it Takes to Win

Benchmarking Customer Experience Across Australia’s Leading Retailers

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Customer expectations are rising. Tolerance for friction is falling. In 2026, winning on customer experience is not about bold innovation; it is about disciplined execution.

Now in its second edition, the 2026 Online CX Report provides a year-on-year view of performance across Australia’s leading retailers, with deeper omnichannel analysis and expert commentary on the retail outlook for 2026.

Drawing on comprehensive mystery shopping and benchmarking, the report reveals how the market is shifting, and what separates those pulling ahead from those falling behind.

Produced by Amblique, Shopify and Humii, this annual benchmark offers a clear, data-backed view of where retail stands today, and what it takes to compete.

Are you winning where it counts?

Download the 2026 Online CX Report