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
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.
Analyst Insights
Research and market analysis connected to Omnichannel
Temenos named Forrester leader in digital banking tech
Infobip launches AgentOS platform, targets agentic AI shift
Sprinklr adds AI copilots & controls in Spring '26 update
Qualtrics named Leader in 2026 Gartner VoC Quadrant
8x8 sees AI customer interactions surge across voice, chat
Featured News
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
.webp)
Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Expert Columns
Interviews
Interviews and video coverage from the networkRecent Omnichannel News
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.
Sprinklr adds AI copilots & controls in Spring '26 update
Enterprises using the platform will be able to test and monitor AI agents more closely as Sprinklr broadens automation across service, marketing and insights.
UK online sales rise 11.4% in February despite dip
Consumer spending held up last month, with online sales values rising 11.4% year on year even as volumes slipped 0.5% from January.
Luxury eCommerce growth slows as AI reshapes shopping
Luxury brands are losing pricing control online as AI shopping tools push shoppers towards cheaper offers and marketplace channels.
Healthcare trusts keep voice central despite digital shift
Hospital patients still rely on phone lines for urgent care updates, leaving trusts wary of telephony changes as the PSTN switch-off looms.
Cake launches brand refresh after record year & growth
The Birmingham consultancy has added nine staff since June as record demand and Shopify Premier Partner status fuel a wider rebrand.
Rugs Direct launches WhatsApp returns service in UK
Shoppers can now return rugs without printing labels or using a portal, as UK retailer Rugs Direct moves the process into WhatsApp.
3PL wins three-year fulfilment deal with GOOD GOOD
The deal gives the food brand UK fulfilment for online, Amazon and wholesale orders, with compliance a key reason for choosing 3PL.
Travelex pilots mobile foreign exchange store at Zurich
Travelex has begun trialling Nomad, a mobile foreign exchange store at Zurich Airport designed to track passenger flows and boost convenience.
SAP finds UK brands overestimate customer experience
SAP warns UK brands drastically overrate their customer experience as consumers report disjointed, impersonal service despite AI investment.
UK retailers turn to TikTok & AI as social shopping grows
UK retailers step up TikTok and AI shopping experiments as social feeds overtake high streets and search as the place to discover products.
World Cup to spark UK spending surge & second screens
World Cup set to kick off UK spending spree as fans splash out on home viewing gear and juggle matches with shopping on second screens.
Ellis Brigham boosts delivery with Ingrid platform rollout
Ellis Brigham deploys Ingrid across stores and online to speed fulfilment, broaden delivery choices and sharpen post-purchase tracking.
AI investment surges as firms lag on omnichannel CX
AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.
UK transport sector turns away from homeworking trend
UK transport and storage firms turn their backs on homeworking, with uptake plunging as other sectors stick with flexible work models.
Online peak spending swings complicate 2026 planning
Sharp swings in online peak spending and 64% checkout abandonment risk derailing retailers' forecasts and promo plans for 2026.
Holland & Barrett tech push lifts revenue towards GBP £1bn
Holland & Barrett's tech and automation drive lifts revenue 11% to GBP £981m, with digital sales surging towards the GBP £1bn mark.