The Ultimate Guide to Omnichannel
2023 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.
Expert columns

By Rod Lester of NICE
Channel selection: Essential for a successful customer ...
Last month

By Merline McGregor of Pattern Australia
Marketplaces are the Next Frontier in Omnichannel Retai...
Fri, 28th Apr 2023

By Raghav Sibal of Manhattan Associates
Will the Metaverse change retail as we know it in 2023?
Tue, 21st Mar 2023

By Jonathan Ryan of Infobip
30 years of texting: from ‘Merry Christmas’ to hybrid e...
Fri, 16th Dec 2022

By Vikas Wadhwa of Honeywell
The need for purpose-built mobility in retail today
Mon, 3rd Oct 2022
Top players
You can read more from the top players Genesys, Intel, Honeywell, Australia Post, and Identity Solutions.
Recent news

About Customer Experience
Retail experts launch new edition of omnichannel retail...
Last week

About Project Management
Manhattan Associates streamlines returns for omnichanne...
This month

About Video conferencing
Zoom introduces new workspace Notes to aid collaboratio...
This month

About Platform-as-a-Service
Shiseido partners with Amperity to accelerate first-par...
Last month

About Amazon Web Services
Amazon Connect Ready to optimise the contact centre exp...
Last month
More news

About Mergers and Acquisitions
Tata Communications acquires Kaleyra for $100M, grows b...
Wed, 5th Jul 2023

About Data Analytics
Verint introduces its enterprise experience management ...
Sat, 17th Jun 2023

About Contact Centre
Verint empowers contact centre users with engagement da...
Sat, 17th Jun 2023

About Adobe
Adobe unveils innovations across Adobe Experience Cloud
Sat, 10th Jun 2023

About Platform-as-a-Service
Forever 21 selects Amperity for its first-party data st...
Thu, 8th Jun 2023
Even more news

About Mastercard
Mastercard ramps up fraud protection for eCommerce
Fri, 12th May 2023

About Retail
ALDO chooses Fluent to simplify its customer experience
Thu, 4th May 2023

About Software-as-a-Service
BigCommerce enters UAE, Poland, Romania, India, and S A...
Fri, 28th Apr 2023

About RFID
Manhattan Associates named finalist for Omnichannel Exc...
Thu, 20th Apr 2023

About Partnerships
Amperity is helping Authentic get more from its data
Fri, 14th Apr 2023
Other guides
You can read other related guides from Marketing Technologies, Open source, Customer Experience, Accounting systems, and Contact Centre.
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