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
Younger shoppers use AI & join deal days more often
Younger consumers are shaping retail deal days, with Gen Z and Millennials far more likely than Boomers to use AI tools and spend more.
Code and Theory launches sports content system with Adobe
Sports teams juggling dozens of sponsors and channels are set for tighter content control as a new Adobe-backed system tackles governance and ROI.
AI tools reshape US consumer loyalty, Amperity says
As AI recommendations shape shopping, 63% of US consumers say they would switch brands for a better offer, Amperity found.
Eltropy adds Illuma voice security for financial firms
Financial institutions will be able to verify callers in seconds as Eltropy embeds IllumaSHIELD to counter AI-driven voice fraud.
Kore.ai launches Artemis on Microsoft Azure
Enterprises can now build governed multi-agent AI systems in days rather than months, with the first release hosted on Microsoft Azure.
Sturgis Bank partners MANTL for faster account opening
Customers will be able to open accounts in minutes as the Michigan lender automates more than 85% of application decisions across channels.
Analyst Insights
Research and market analysis connected to Omnichannel
Parloa tops USD $50 million ARR after Series D boost
Proximus Global rises to Gartner CPaaS leaders group
Kore.ai launches Artemis AI platform on Microsoft Azure
Kore.ai launches Artemis on Microsoft Azure
Infobip study finds CX investment gap in global brands
Expert Columns
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
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Recent Omnichannel News
Boot Barn rolls out Aptos POS across 500 US stores
The retailer aims to cut technical debt and support expansion to 1,200 stores with cloud POS that also handles rodeo and festival pop-ups.
Address data is the retail superpower
Cleaner address records can cut failed deliveries, trim costs and lift conversions as retailers chase faster, more reliable eCommerce fulfilment.
ZyG raises USD $60 million to scale AI commerce tools
The cash will fund ZyG OS as online merchants seek AI systems to cut acquisition costs, unify data and scale faster.
Maestra posts USD $833,000 in new ARR on demand shift
Brands shifting away from fragmented marketing tools helped Maestra add USD $833,000 in new annual recurring revenue last quarter.
Empower FCU taps MANTL to speed omnichannel onboarding
Empower FCU picks MANTL to streamline omnichannel account opening, targeting sub-10-minute sign-ups across digital and branch channels.
8x8 adds AI tools to contact centre and WhatsApp CX
8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.
Jelou raises USD $10m to scale WhatsApp AI across US
Jelou lands USD $10m Series A to scale its WhatsApp-based transactional AI platform Brain across the US and wider Americas market.
Twilio, AEG expand fan tech deal across arena & LA Kings
Twilio and AEG broaden fan-tech tie-up, rolling out data-driven engagement across AXS, Crypto.com Arena and the LA Kings brand.
Kitestring opens neutral lab for retail POS testing
Kitestring has launched a neutral retail innovation lab in Arkansas, letting enterprise chains trial rival POS and omnichannel systems side by side.
Eagle Eye unveils AI platform for real-time offers
Eagle Eye has launched Personalized Promotions, an AI platform that generates real-time, one-to-one offers for millions of retail shoppers.
AI & value reshape 2026 guest engagement in hospitality
AI-driven personalisation and shifting notions of value will set the pace for hospitality guest engagement in 2026, Paytronix predicts.
Beyond the buzz: Owning the retail experience in the age of AI
Retail's future lies in blending AI with human creativity to craft unique experiences, not just chasing tech buzzwords in the digital age.
Simon partners with Adentro to enhance retail experience
Simon teams up with Adentro to integrate WBA OpenRoaming technology across US properties, aiming to enhance digital shopping experiences and drive retail innovation.
SAP study finds AI agents shape Gen Z buying decisions
Nearly half of Gen Z shoppers now use AI agents to help choose products, forcing brands to rethink how they reach buyers in peak trading periods.
Synthflow AI & Avant strike exclusive voice AI deal
The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.
8x8 launches AI Routing for broader customer service
Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.
Zoom adds AI tools to Virtual Agent for customer service
Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.
Intuit adds B2B support to QuickBooks Shopify Connector
Wholesale merchants can now cut manual reconciliation as Shopify B2B orders land in QuickBooks as invoices with payment sync.
Kentico adds AI award in Site of the Year 2026 reset
Digital experience projects using agentic AI will now compete for recognition as Kentico reshapes its Site of the Year awards into six sectors.
Zendesk contact centre voice passes 100 contact centers customers
High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.