The Ultimate Guide to Omnichannel
2025 edition
Overview
With the rise of additional routes to market beyond the bricks and mortar store has emerged the concept of the omnichannel business strategy. As implied by ‘omni’ (all) and ‘channel’, the approach acknowledges and uses all channels through which or by which customers may be reached, whether physical or digital. Omnichannel is frequently used in the context of retail, covering channels such as mobile (TXT), web chat and chatbots, Augmented and Virtual Reality, mobile apps, telephone, and more; however, the concept is equally applicable in the delivery of government services, in corporate contact centres, and in healthcare.
Analyst reports

Forrester Wave on CX
Fluent Commerce named leader in Forrester Wave 2025
Wed, 22nd Jan 2025

Gartner on MarTech
Kore.ai AI solutions now available on AWS Marketplace
Fri, 6th Sep 2024

Forrester Wave on IT Training
Kore.ai appoints Richard Oldham as Head of Pre-Sales fo...
Tue, 25th Jun 2024
Expert columns

By Richard Lundgren of Calabrio
The AI tipping point: How contact centres in ANZ are re...
2 days ago

By Sarah Jarvis of Eagle Eye Solutions
Why we need to be all-in on Personalisation
Last month

By Matthew Biboud-Lubeck of Amperity
AI-managed data will help retailers avoid another sales...
Fri, 31st Jan 2025

By Jeremy Thomas of Backbase
Winning customer loyalty is a marathon, not a sprint
Fri, 1st Nov 2024

By Miles Toolin of Eagle Eye
Understanding the technicalities of lifecycle marketing
Wed, 18th Sep 2024
More expert columns

By Simon Le Grand of Lightspeed
How can retailers take control of their cash flow as pe...
Thu, 15th Aug 2024

By Raghav Sibal of Manhattan Associates
People are talking about RFID again… Here’s why
Fri, 12th Jul 2024

By Karlie Taylor of SHOPLINE Australia
Leveraging loyalty: How are retailers approaching reten...
Tue, 18th Jun 2024
Top players
You can read more from the top players Volution, Extend, Oracle NetSuite, Oracle, and Manhattan Associates.
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