A fresh approach to omnichannel for 2025

The idea of meeting a customer on the channel of their choice first emerged in the 1990s when brands from Barnes & Noble to Pizza Hut took their offline experiences online. Fast-forward to today and a proliferation of consumer tech has paved the way for organizations to meet their customers online, offline, on the phone and on social media.

Each new touchpoint in the customer journey has created new opportunities to get to know customers better. Yet despite 55 percent of CX Network members wanting to enhance user experiences (UX) across devices and channels and 37 percent working to reduce handle times, wait times and lost inquiries, only 16 percent have a fully implemented omnichannel model and strategy.

The majority still operate a multichannel model with fragmented connections that lead to fragmented journeys.

A fresh approach to omnichannel for 2025 features insights from practitioners at Bank-Al-Etihad, 1CG, Xperiente, Cambridge University Press, Hobbycraft, Jupiter Money and Freshworks to explain the opportunities and pain points that exist around omnichannel CX, and how practitioners can overcome their omnichannel challenges by taking a fresh approach in 2025.

Download this report to discover:

• What’s holding omnichannel back and the organizations that changed their fortunes with omnichannel
• How to enhance UX and data utilization by offering omnichannel journeys from sale to service
• The factors that are set to drive omnichannel adoption between 2025 and 2027