Omnichannel
Omnichannel customer experience refers to a seamless approach to customer interactions across multiple channels, including online platforms, mobile apps, brick-and-mortar stores, social media and more. The emphasis is on providing customers with a consistent experience regardless of the channel they choose to engage with.
Implementing an effective omnichannel strategy requires seamless integration of technology, data, and processes across different channels. This enables businesses to provide real-time responses, personalized recommendations, and streamlined transactions, enhancing customer satisfaction.
Find out how leading companies are deploying omnichannel strategies in our resources below and by reading The omnichannel guide.
Omnichannel chaos: Why customers expect a seamless experience, but brands are falling behind
March 13 by Ekaterina Mironova
Discover how Sephora, Starbucks and KLM are setting the standards for seamless experience and how you can initiate an omnichannel transformation
UnionBank’s omnichannel journey: Overcoming obstacles, delivering results
March 04 by Jerome Smail
Sam Tolentino explains how UnionBank of the Philippines embraced omnichannel service and delivered four key benefits to the organization and its customers
Why mobile apps suck and how to fix them
February 26 by Jason Ten-Pow
With more people demanding a mobile-first experience, app performance matters. Discover what 1,000 consumers think of the experiences currently on offer
10 Customer experience tools for 2025
February 13 by Francesca Di Meglio
Customer experience tools that leverage AI and other technologies are helping build loyalty
Social media vs reality: How consumer attitudes are shifting
January 30 by Elliott Clayton
Do you know which channels matter the most to your customers? Epsilon’s Elliott Clayton shares the data on the top channels and social media platforms in 2025
Powering customer relationships with omnichannel: How energy providers meet demand
January 20 by Jason Ten-Pow
With nearly one in three customers viewing their energy provider as a leading brand, there is much to learn about how this critical industry uses omnichannel to
6 ways healthcare brands achieve dominance through patient experience
December 23 by Jason Ten-Pow
What 1,000 consumers think of the top healthcare insurers, retailers and brands in the US and Canada
A fresh approach to omnichannel for 2025
November 25 by CX Network
What’s holding omnichannel back, and how cohesive experiences can solve CX’s biggest challenges, from UX to data utilization
The omnichannel guide
September 25 by CX Network
Find out how an omnichannel strategy improves the customer experience
Will 2025 be the year for immersive CX?
November 15 by CX Network
From VR wearables to avatars, immersive experiences have slowly crept into consumer consciousness. Will 2025 be the year they take off in CX?
Beyond boundaries: Exploring the impact of AI on connected omnichannel experiences
July 25 by Musa Hanhan
Omnichannel has been around for decades, yet brands still struggle to deliver connected omnichannel experiences. Musa Hanhan explains how AI can help
The Global State of CX 2024
May 23 by CX Network
How generative AI, data and customer demands are shaping CX in 2024
