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 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 Mastercard
Mastercard ramps up fraud protection for eCommerce
Last month

About Retail
ALDO chooses Fluent to simplify its customer experience
Last month

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
More news

About Customer Experience
Oracle NetSuite chosen to boost success for Sydney-foun...
Thu, 6th Apr 2023

About Software-as-a-Service
Software aggregator Software Combined acquires Last Yar...
Tue, 4th Apr 2023

About Data
Amperity chosen to maximise MillerKnoll's omnichannel d...
Thu, 16th Mar 2023

About NICE
NICE named leader in Quadrant Knowledge’s 2022 CCaaS re...
Fri, 24th Feb 2023

About Customer Experience
Premium lifestyle brand elevates customer experience wi...
Tue, 21st Feb 2023
Even more news

About Platform-as-a-Service
Mindvalley launches digital experiences on Storyblok’s ...
Fri, 17th Feb 2023

About RFID
Manhattan introduces RFID in its store management solut...
Fri, 10th Feb 2023

About Retailers
SM Retail partners Fluent Commerce in the Philippines
Thu, 9th Feb 2023

About Contact Centre
Zoom Virtual Agent launch promises big things for ANZ b...
Tue, 31st Jan 2023

About Artificial Intelligence
New Zoom virtual agent aims to transform customer suppo...
Thu, 26th Jan 2023
Other guides
You can read other related guides from Marketing Technologies, Open source, Customer Experience, Accounting systems, and Contact Centre.
Powered by