The Ultimate Guide to Omnichannel
A curated UK edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Omnichannel.
What to know about Omnichannel
Omnichannel refers to a seamless approach to customer engagement that integrates multiple channels—such as online, in-store, mobile, and social media—to provide a unified and consistent experience. This strategy has become critical as retailers and businesses strive to meet evolving consumer demands for convenience, personalization, and agility across all touchpoints.
Exploring our collection of recent stories on omnichannel reveals how various companies are enhancing order management, customer data platforms, AI-driven customer service, and identity security to refine omnichannel capabilities. Readers can discover how innovations in technology, from RFID to AI chatbots, and partnerships between retailers and tech providers, support the transformative power of omnichannel experiences.
By following developments in omnichannel, readers gain insights into optimizing supply chains, improving contact center operations, and personalizing marketing efforts, all aimed at fostering customer loyalty and operational efficiency. Our coverage also highlights challenges and emerging trends—such as integrating offline and online shopping, leveraging first-party data, and the rising importance of AI—that shape the future of omnichannel retail and customer engagement worldwide.
UK Omnichannel News
Regional stories with direct local relevance
B&M completes checkout system rollout across 790 stores
The upgrade should cut faults and speed up checkouts for shoppers and staff across one of the UK's largest discount store networks.
Topps Tiles launches trade app for UK professionals
Trade professionals across the UK can now check stock, track orders and manage purchases on mobile as Topps Tiles expands digital services.
UK shoppers face more stock shortages, survey finds
Supply chain disruption tied to Middle East tensions is leaving 54% of UK shoppers facing poorer shelf availability, a survey found.
UK firms embed AI in workflows but keep human control
Most UK enterprises now see AI boosting productivity, but 78% are keeping human approval points and guardrails in place.
Rithum appoints Kim Miller as Chief Marketing Officer
The appointment comes as the commerce software group seeks to sharpen its market position and deepen customer engagement amid tougher competition.
Komerz appoints Shahid Sadiq as Group Finance Chief
The move comes as the UK-founded commerce group seeks GBP £500 million in growth funding to support acquisitions and overseas expansion.
Analyst Insights
Research and market analysis connected to Omnichannel
SMEs push notebook prices 26% above retail across Europe
Netcore Unbxd named Gartner Leader for search discovery
Quietly transforming CX without replacing humans
Parloa tops USD $50 million ARR after Series D boost
Proximus Global rises to Gartner CPaaS leaders group
Expert Columns
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Navigating data challenges in China's E-commerce market
CX is an outcome of the network beneath it
5 mobile-first strategies to ensure contact data quality
Pet tech leader on women in innovation & GPS safety
A CX Measurement Gap That Has Been Circling for Years
Four predictions for brand success with visual media in 2026
Interviews
Interviews and video coverage from the network
.webp)
Recent Omnichannel News
Britons wary of AI making shopping decisions for them
Most Britons still want to control the final purchase, with 65% uncomfortable letting AI buy on their behalf, Dentsu found.
Floward uses AI agents to handle seasonal WhatsApp spikes
Seasonal surges on WhatsApp are now being absorbed by AI, helping the florist cut costs 15% and keep replies to one minute.
3PL appoints Ryan Walker as Head of Customer Experience
The new role signals 3PL's push to improve service and align staff, systems and technology as competition in fulfilment intensifies.
Tottenham signs TCS in digital transformation deal
Fans will see changes across ticketing, content and security as the Premier League club hands its digital overhaul to Tata Consultancy Services.
Ellis Brigham cuts order enquiries by 14% with Ingrid
The retailer also lifted order volumes by 24% last peak trading period, while fewer customer service queries eased pressure on its teams.
Bodycare picks PMC for AI-led UK high street return
The reopened chain's 2026 comeback hinges on technology that can link payments, CCTV and content as it targets 200 UK stores.
Quietly transforming CX without replacing humans
AI is trimming contact-centre admin and lifting productivity as CX teams seek gains without sacrificing the human touch.
Retailers make AI top priority amid cost pressures
Seven in 10 retailers expect growth next year even as labour costs and supply chain disruption push technology investment up the agenda.
LeMieux expands Scurri partnership to boost deliveries
Better delivery visibility is helping the equestrian brand lift conversions and reduce checkout drop-off across 69 countries.
UK consumers screen calls amid contact centre trust gap
Many legitimate calls are being ignored as scam fears and opaque AI use erode trust in contact centres across the UK.
CX is an outcome of the network beneath it
Customer experience fails when networks falter, with outages, latency and weak security now directly affecting trust and churn.
Shoppers want AI to tailor delivery fees at checkout
Retailers may need to rethink checkout pricing, after 75% of shoppers said they want AI to adjust delivery fees in real time.
UK online retail spending rises 10.5% in March
Online sales took 28.7% of the UK retail market in March, even as fuel stockpiling masked weaker underlying consumer demand.
Liverpool FC expands SAS partnership for fan marketing
Supporters will see more personalised digital offers as the club uses AI to track engagement, conversion and fan sentiment across channels.
VoCoVo launches AI gateway for retailers' shop floors
Retailers can now link existing AI tools to shop-floor staff through headsets, aiming to speed service without new hardware or retraining.
UK businesses adopt RCS & AI for customer messaging
Fraud fears and rising smishing are pushing UK firms towards verified RCS and AI-led omnichannel chats, a new study finds.
Atis app launch adds loyalty and direct ordering channel
Half of atis orders are already digital, and its first app will let customers collect points, skip queues and pre-order bowls.
Simply Asset Finance strikes lending pact with Lombard
The tie-up should widen asset finance access for UK small businesses, as Simply will originate loans through Lombard's wholesale facility.
Frasers AI assistant lifts online sales conversion by 25%
Early tests suggest conversational search is helping shoppers buy more quickly, with the new tool lifting online sales conversion by up to 25%.
Narwhal Labs raises GBP £20 million for DeepBlue OS
The Bristol startup’s pay-as-you-use platform targets firms in regulated sectors that need to automate customer contacts without long deployments.