The Ultimate Guide to Omnichannel
A curated UK 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.
UK Omnichannel News
Regional stories with direct local relevance
Slalom wins Salesforce award for Pets at Home AI work
Customer service volumes fell by about 30% on the first day after an AI system went live, while satisfaction stayed above target.
Graham and Green launches Shopify website overhaul
The overhaul aims to make browsing easier for shoppers as the family-run interiors retailer seeks to boost online sales and store visits.
UK online retail sales fall as July spending eases
July's dip in internet-led spending left online retail accounting for a smaller share of Britain's total shopping, official figures showed.
AutoTalker launches digital vehicle pricing for dealers
Dealers could cut pricing errors and save staff time as live vehicle data replaces paper cards across showrooms and forecourts.
UK firms face GBP £525m revenue risk from old content
Outdated web pages and poor product data could erode customer trust and leave large UK businesses exposed to GBP £525 million in lost revenue.
Currys rolls out NiCE software to unify customer service
The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.
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
SMEs push notebook prices 26% above retail across Europe
Netcore Unbxd named Gartner Leader for search discovery
Quietly transforming CX without replacing humans
Expert Columns
The golden quarter loyalty opportunity: Why rewards matter more when consumers spend more carefully
Why AI fails without a strong data foundation and how to get it right
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Navigating data challenges in China's E-commerce market
CX is an outcome of the network beneath it
5 mobile-first strategies to ensure contact data quality
Pet tech leader on women in innovation & GPS safety
A CX Measurement Gap That Has Been Circling for Years
Four predictions for brand success with visual media in 2026
Interviews
Interviews and video coverage from the network
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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.
TCS named digital partner for European T20 Premier League
The agreement will help the new franchise competition build fan apps, ticketing and data tools from launch across Ireland, Scotland and the Netherlands.
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.
Max Factory doubles customers with Vonage messaging
Printed flyers lost ground as the retailer reached more shoppers and cut campaign errors after switching to targeted messaging across WhatsApp, RCS and SMS.
Max Factory doubles customer base with Vonage messaging
Paper flyers gave way to targeted WhatsApp, RCS and SMS campaigns, helping the Italian retailer lift its active customer base by 100% in a year.
Merkle expands ASDA partnership for George digital growth
ASDA is betting on George's online sales growth as Merkle takes a broader role in a five-year plan to improve the brand's digital offer.
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.
Photoroom launches Android Shopify listing app for sellers
Android users can now build Shopify listings on the go, as Photoroom expands its mobile workflow for merchants selling from phones.
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.
B&M completes checkout system rollout across 790 stores
The upgrade should cut faults and speed up checkouts for shoppers and staff across one of the UK's largest discount store networks.
Topps Tiles launches trade app for UK professionals
Trade professionals across the UK can now check stock, track orders and manage purchases on mobile as Topps Tiles expands digital services.
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.
