The Ultimate Guide to Omnichannel
2022 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 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

By Raghav Sibal of Manhattan
Shortening the click-to-customer cycle through smart te...
Mon, 23rd May 2022

By Raghav Sibal of Manhattan Associates
The evolution of POS technology in an omnichannel world
Fri, 22nd Apr 2022
Top players
Recent news

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About Capgemini
Incumbent banks must embrace data-centric capabilities
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Other guides
You can read other related guides from Marketing Technologies, Open source, Customer Experience, Accounting systems, and Contact Centre.
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