A Guide to Omnichannel Experience: What, Why, and How

The demands of customers are evolving rapidly, and businesses must adapt by transitioning to digital in order to gain a deeper understanding of their journey. At this time, consumers place the utmost importance on the customer experience when making purchases. Presently, the company is defined by the positive or negative consumer experiences across multiple touchpoints. Omnichannel experience has become crucial for businesses to obtain the necessary data regarding consumers’ behavior and interactions with them throughout their lifetime. Companies that employ the most effective customer experience strategies retain 89% of their customers compared to 33% retention for companies that lack a strong omnichannel customer experience.

But how can businesses strategize to provide a superior omnichannel customer experience (CX) for their clients? Let’s explore this in this post. It highlights what the omnichannel customer journey entails and its significance.

What is an Omnichannel Experience? 

Omnichannel experience is the ability that allows a customer to engage seamlessly with the brand on different channels or mediums without breaking the interaction. It is a unified approach that consists of all elements around procuring a purchasing experience that is uniform, intact, and satisfying to customers using different sales modes. It is a holistic strategy covering all the customer touchpoints, be it email, social media, or in-person experience, aiming to provide the customers with the ultimate experience.

The omnichannel strategy is applied for the business to realize the line difference in a customer experience and offer one personalized and unified experience to them regardless of what channel they want to interact with the business through. It is important to note that omnichannel customer experience does not replace the traditional ones; it is only a part of an integrated strategy that the organization adopts.

It refers to each channel being adjacent to another so that the customer can initiate the interaction on one channel and follow it on another without the need to start over. The digital omnichannel approach creates a holistic system that includes single back-end support. This method tries to hold customer experience on a similar level that goes through various channels, such as telephone, mobile, social media, text, or email.

Why Omnichannel Customer Experience Matters?

A company that engages customers across multiple channels is best suited to excel in growing business loyalty since it offers an identical top-notch experience to a client on one channel, and it does not fail to maintain the same brand image the client is used to on the other channel.

Omnichannel experience also improves customer satisfaction by streamlining the customer journey. The omnichannel reduces the unwanted task of maintaining multiple platforms and instead produces a uniform quality of customer care that is delivered consistently, leading to higher retention.

A smoother and more convenient customer journey leads to an increased probability of conversion. Suppose one channel starts doing better at driving users towards the sales funnel. In that case, other channels will follow it, and the brand will be able to achieve the best possible customer acquisition results.

How to Improve Omnichannel Customer Journey in 5 Steps?

Developing an effective omnichannel strategy needs a comprehensive approach. It entails consolidating customer data, integrating AI, monitoring omnichannel customer journeys, adopting a unified platform, and evaluating the existing channels.

1. Centralize customer data

Consolidating customer data in a single source is the main step in crafting an omnichannel customer experience. Data drawn from CRM systems, social media, and web interactions can be condensed into one comprehensive module about the customers’ preferences, habits, and purchasing behavior. This unified approach, in turn, allows for personalized communication and customized interactions across various channels. Research and set up a centralized data hub that enables consolidation of all customer data from any source in real-time and seamlessly connects to new digital solutions. Establish a single view of the customer by designing a customer profile and investigating their backgrounds and how exactly they interact with your brand.

2. Incorporate AI technologies

Utilize chatbots and AI for customer experience to get rid of boring and repetitive work from the customer care process and to improve these channels. AI-powered chatbots play a big role in providing support even during off-working hours, answering queries, and offering help with product recommendations. This, in turn, adds more efficiency to the operations and creates an interactive platform for customers. AI integration into your omnichannel approach creates an effective way of scaling your customer service and, at the same time, ensures a consistent and accurate service delivery. With automation functionality, marketers can redesign action sets across different customer engagement tools, sending personalized messages based on customers’ preferences and how they behave.

3. Monitor omnichannel experiences

Reporting and analysis of omnichannel experiences should be treated with utmost importance since it allows for pinpointing issues, maximizing performance, and devising wise policies on the level of decision-making. Apply analytics tools to track customers’ journeys, analyze engagement metrics, and collect feedback from different sources using different channels. By transcending your omnichannel endeavors, you can distinguish the areas in which you need to improve and get in line with the entire business objectives.

4. Adopt a unified platform

Always invest in a unified and command central platform/omnichannel management system that can effortlessly sync all communication channels and points of contact. One of the central advantages, among others, of the platform is the fact that it allows for the streamlining of operational processes, simplifies communication across channels, and enables synchronized real-time data.

5. Evaluate your existing channels

Existing channels should be evaluated from time to time. Based on the changes, decisions should be made about customer tastes and market trends. Constantly explore various avenues, tools, and engagement formats, as well as maintain a competitive balance with customers’ growing requirements. Integrate agility and flexibility in your omnichannel business strategies by constantly refining them based on customer behavior and feedback.


Enhancing the omnichannel experience may appear daunting due to the considerable number of touchpoints that require attention. However, by adopting a data-driven strategy and actively seeking feedback from customers, the entire process can be significantly simplified. A streamlined customer experience management approach is necessary for driving growth and creating market value. Arthur Lawrence’s customer experience (CX) solutions can transform your business with a people-first approach that guarantees tangible business outcomes. Reach out to us to learn more about our CX offerings.

Also Read: Why Your Business Needs Customer Experience Transformation