What is omnichannel?

Definition of omnichannel:

Omnichannel is the term used to describe the seamlessness, consistency and universality of an organisation’s communication channels.  

In its most simple form, a successful omnichannel business is one that is able to recognise and personalise for its customers regardless of the channel they use to interact and transact with them on.

It is also able to achieve a high level of consistency and personalisation as customers shift from channel to channel – an example being if a customer is researching a product to buy on their smartphone but then switches to a laptop or tablet to buy at a later point.

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