Omnichannel marketing is no longer a nice-to-have, but a must-have for major retail brands. Today’s customers expect a seamless, personalised experience across all touchpoints—online, in-store, and on social media. Leading retailers recognise this and are leveraging omnichannel strategies as a key differentiator. True omnichannel marketing goes beyond simply being present on multiple channels. It’s about creating a unified and personalised customer journey, where shoppers can effortlessly transition between platforms.
The ability to start shopping on a mobile device and seamlessly complete the purchase in a physical store is crucial for building brand loyalty and trust in today’s competitive landscape. This cohesive experience is what sets successful brands apart.
The four key trends, according to SAP Emarsys, include:
- AI-Driven 1:1 Personalization: AI is moving beyond hype to become a practical tool for creating highly personalized customer experiences. This includes predictive analytics to anticipate customer needs, personalized product recommendations, AI-powered chatbots for instant customer support, and “agentic workflows” that connect chatbots to other systems for seamless channel handoffs, personalized omnichannel engagement, proactive customer se
- Seamless Omnichannel Experiences: Brands are recognizing the importance of integrated online and offline experiences. This involves understanding the customer journey at every touchpoint (pre-purchase, purchase, and post-purchase) and addressing challenges at each stage. Key elements include personalized shopping journeys, integrating online and offline channels (e.g., mobile wallet), and offering enhanced customer convenience by allowing customers to engage on their preferred channels.
- Enhanced Technology Integration: New technologies are creating more engaging customer experiences. This includes the Internet of Things (IoT) for personalized in-store experiences and automated replenishment, Augmented Reality (AR) for virtual try-ons and product visualization, Virtual Reality (VR) for immersive product demonstrations, and Blockchain for supply chain transparency.
- Data-Driven Decision Making: Leveraging data is crucial for strategic decision-making. This involves real-time insights for agile marketing, collaborative work between marketing and IT (through meetings, shared platforms, and training), omnichannel coordination and execution (leading to increased customer lifetime value and retention), and AI-enhanced data for a unified customer view and predictive analytics. The article highlights a balance between using AI for future predictions and ensuring data quality for current operations.