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
CX is an outcome of the network beneath it
Customer experience depends on resilient networks, Gamma Communications says, as reliability, security and performance shape every digital interaction.
Shoppers want AI to tailor delivery fees at checkout
Shoppers want AI to adjust delivery fees in real time as retailers face pressure to balance costs, conversion and fulfilment choices at checkout.
UK online retail spending rises 10.5% in March
UK online retail spending jumps 10.5% in March as Parcelhero says eCommerce stayed strong despite fuel-led boost and Iran conflict fears.
Liverpool FC expands SAS partnership for fan marketing
Liverpool deepens SAS partnership to use AI and analytics for personalised supporter marketing across web, mobile and social channels.
VoCoVo launches AI gateway for retailers' shop floors
VoCoVo rolls out AI Gateway to let retailers' existing headsets deliver spoken answers and stock insights straight to shop-floor staff.
UK businesses adopt RCS & AI for customer messaging
UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.
Analyst Insights
Research and market analysis connected to Omnichannel
Temenos named Forrester leader in digital banking tech
Infobip launches AgentOS platform, targets agentic AI shift
Sprinklr adds AI copilots & controls in Spring '26 update
Qualtrics named Leader in 2026 Gartner VoC Quadrant
8x8 sees AI customer interactions surge across voice, chat
Featured News
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
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Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Expert Columns
Interviews
Interviews and video coverage from the networkRecent Omnichannel News
Atis app launch adds loyalty and direct ordering channel
atis to launch first customer app in May as London salad chain boosts digital ordering, loyalty rewards and direct customer data control.
Simply Asset Finance strikes lending pact with Lombard
Simply Asset Finance and Lombard team up to widen SME lending across the UK through a wholesale facility and digital origination model.
Frasers AI assistant lifts online sales conversion by 25%
Frasers launches Ask Frasers AI shopping assistant as early results show up to 25% higher online conversion, in a push to sharpen digital sales.
Narwhal Labs raises GBP £20 million for DeepBlue OS
Narwhal Labs secures backing from more than 70 UK investors as it unveils an AI communications platform for regulated sectors.
Sprinklr adds AI copilots & controls in Spring '26 update
Sprinklr rolls out Spring '26 update with AI copilots, testing controls and customer feedback tools for enterprises.
UK online sales rise 11.4% in February despite dip
Parcelhero says eCommerce kept driving UK retail in February, even as monthly sales volumes dipped and geopolitical tensions clouded the outlook.
Luxury eCommerce growth slows as AI reshapes shopping
Luxury eCommerce growth slows to 1.8% as AI-driven shopping, price transparency and marketplace sales reshape brands' online control.
Healthcare trusts keep voice central despite digital shift
Healthcare trusts keep voice central as hospitals balance digital tools, legacy telephony and the NHS’s enduring reliance on the phone.
Cake launches brand refresh after record year & growth
Birmingham eCommerce consultancy Cake unveils new brand identity after its strongest year yet, with nine hires and Shopify Premier Partner status.
Rugs Direct launches WhatsApp returns service in UK
Rugs Direct and stampfree.ai unveil WhatsApp returns in UK retail pilot, as research shows shoppers want messaging apps for post-purchase tasks.
3PL wins three-year fulfilment deal with GOOD GOOD
3PL lands three-year UK fulfilment partnership with GOOD GOOD, covering D2C, Amazon Seller Fulfiled Prime and Holland & Barrett supply.
Travelex pilots mobile foreign exchange store at Zurich
Travelex has begun trialling Nomad, a mobile foreign exchange store at Zurich Airport designed to track passenger flows and boost convenience.
SAP finds UK brands overestimate customer experience
SAP warns UK brands drastically overrate their customer experience as consumers report disjointed, impersonal service despite AI investment.
UK retailers turn to TikTok & AI as social shopping grows
UK retailers step up TikTok and AI shopping experiments as social feeds overtake high streets and search as the place to discover products.
World Cup to spark UK spending surge & second screens
World Cup set to kick off UK spending spree as fans splash out on home viewing gear and juggle matches with shopping on second screens.
Ellis Brigham boosts delivery with Ingrid platform rollout
Ellis Brigham deploys Ingrid across stores and online to speed fulfilment, broaden delivery choices and sharpen post-purchase tracking.
AI investment surges as firms lag on omnichannel CX
AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.
UK transport sector turns away from homeworking trend
UK transport and storage firms turn their backs on homeworking, with uptake plunging as other sectors stick with flexible work models.
Online peak spending swings complicate 2026 planning
Sharp swings in online peak spending and 64% checkout abandonment risk derailing retailers' forecasts and promo plans for 2026.
Holland & Barrett tech push lifts revenue towards GBP £1bn
Holland & Barrett's tech and automation drive lifts revenue 11% to GBP £981m, with digital sales surging towards the GBP £1bn mark.