The Ultimate Guide to Omnichannel
A curated American edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Omnichannel.
What to know about Omnichannel
Omnichannel refers to a seamless approach to customer engagement that integrates multiple channels—such as online, in-store, mobile, and social media—to provide a unified and consistent experience. This strategy has become critical as retailers and businesses strive to meet evolving consumer demands for convenience, personalization, and agility across all touchpoints.
Exploring our collection of recent stories on omnichannel reveals how various companies are enhancing order management, customer data platforms, AI-driven customer service, and identity security to refine omnichannel capabilities. Readers can discover how innovations in technology, from RFID to AI chatbots, and partnerships between retailers and tech providers, support the transformative power of omnichannel experiences.
By following developments in omnichannel, readers gain insights into optimizing supply chains, improving contact center operations, and personalizing marketing efforts, all aimed at fostering customer loyalty and operational efficiency. Our coverage also highlights challenges and emerging trends—such as integrating offline and online shopping, leveraging first-party data, and the rising importance of AI—that shape the future of omnichannel retail and customer engagement worldwide.
American Omnichannel News
Regional stories with direct local relevance
MANTL in-branch account opening tops 1 million applications
US banks are using digital tools in physical branches to cut paperwork and widen account-opening reach as branch investment rises.
Samsung & NTT Transatel add eSIM boost to Galaxy Z
Users of the latest Galaxy Z phones in the US can activate service immediately, without a physical SIM or Wi‑Fi, as eSIM adoption gathers pace.
Eltropy summit debates AI at Monterey leadership event
More than 90 credit union and community bank leaders weighed AI's efficiency gains against fraud and service risks at Eltropy's summit.
Walmart adds tap-to-pay at select US stores & clubs
Shoppers will soon be able to tap phones and cards at Walmart tills, as the retailer rolls out contactless checkout across US stores by 2026.
Adobe says AI travel traffic to US sites jumps 119%
Travellers are increasingly starting searches with AI, and travel sites that are hard for models to read may miss out on bookings.
PointsKash secures USD $100 million Hawk funding plan
Expansion of PointsKash's kiosk and payments network will hinge on meeting milestones to unlock a further USD $65 million from Hawk Capital Advisors.
Analyst Insights
Research and market analysis connected to Omnichannel
Genesys unveils AI tools to orchestrate customer journeys
Infios named a leader in IDC MarketScape assessments
Netcore Unbxd named Gartner Leader for search discovery
Parloa tops USD $50 million ARR after Series D boost
Proximus Global rises to Gartner CPaaS leaders group
Expert Columns
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Navigating data challenges in China's E-commerce market
Address data is the retail superpower
5 mobile-first strategies to ensure contact data quality
Pet tech leader on women in innovation & GPS safety
Retailers brace for AI search and complex deal discovery
Four predictions for brand success with visual media in 2026
Beyond the buzz: Owning the retail experience in the age of AI
Interviews
Interviews and video coverage from the network
.webp)
Recent Omnichannel News
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
Merlin rolls out NiCE CXone across 140 attractions
Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.
Experian launches AI platform with real-time underwriting
Borrowers could see more relevant credit offers as the platform uses live data and bank account insights to sharpen approvals.
Infobip study finds brands struggle to prove sports ROI
Most marketers still cannot tie sports fan engagement to sales, even as they raise budgets for live-event campaigns and AI tools.
Quiq launches Voice Assist for live customer calls
The new tool could cut handling time by letting agents send messages and complete tasks during live calls without leaving one conversation record.
Infobip WhatsApp assistant cuts Overseas Express queries
Routine parcel-status checks are shifting to WhatsApp, easing pressure on support teams as Overseas Express cuts enquiries by more than 60%.
Zitcha launches Snapchat integration with Officeworks
The deal lets retailers target younger shoppers on Snapchat and tie ad spend to sales, as Officeworks tests offsite retail media.
Ui Ai launches Amica digital employee for customer service
Businesses facing staffing pressures may use Ui Ai's Amica to handle customer queries, orders and leads around the clock.
Tech Mahindra unveils TechM Ting sonic brand identity
The new audio mark is set to run across offices, apps and customer touchpoints as Tech Mahindra standardises its global brand image.
Radisson launches ChatGPT hotel app with Accenture
Travellers can now search more than 1,000 Radisson hotels in ChatGPT, as the group moves to defend direct bookings from online intermediaries.
Holiday shopping starts before Black Friday, Attentive says
Holiday season spending is shifting earlier, with 71% of shoppers planning to start before Black Friday and value-driven buying under pressure.
Glassbox launches AI tools for enterprise digital data
Banking and insurance teams could spot digital failures sooner as new tools feed governed customer-journey evidence into enterprise AI systems.
Google Cloud expands Gemini enterprise agent controls
Businesses can now run and monitor AI agents for up to seven days as Google Cloud adds tighter identity and governance controls.
Eltropy to showcase AI focus at autumn credit union events
Credit unions face rising pressure to modernise service and cut manual work, with AI now moving into lending, collections and contact centres.
Avery Dennison & Eventshop launch digital fan experiences
Fans will be able to unlock content and offers from jerseys, trainers and workwear by tapping NFC labels or scanning QR codes.
Amex GBT launches Claude AI connector for bookings
Business travellers can now book policy-compliant flights and hotels inside Claude, as Amex GBT pushes AI agents from search to transactions.
Boody adopts NetSuite to streamline global operations
The retailer says the new platform cut manual checks and held up through Black Friday, easing strain as sales surged across five markets.
Cloudinary developer community tops four million users
Rising pressure on web teams is fuelling demand for media infrastructure as Cloudinary's developer community climbs to four million users.
Therabody unifies global operations on Oracle NetSuite
The wellness brand has cut technology costs by 45% after replacing disconnected systems with a single cloud platform across finance and supply chain.
Eightfold launches Candidate Agent for hiring chats
Recruiters could cut candidate drop-off as Eightfold's new tool folds job search, scheduling and FAQs into one conversation.