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
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.
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
Qualtrics named Leader in 2026 Gartner VoC Quadrant
8x8 sees AI customer interactions surge across voice, chat
Infobip named Frost CPaaS growth & innovation leader
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
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 networkRecent Omnichannel News
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.
Hydroscand to phase out print catalogues with Akeneo
Outdated paper references will be replaced as Hydroscand centralises 30,000 products in Akeneo, speeding searches and reducing downtime risks.
Turkish Airlines renews Cover Genius deal for expansion
Turkish Airlines extends Cover Genius pact to add tailored travel protection in Australia, Latin America, the US and EU across more booking channels.
RingCentral expands AI receptionist to SMS & WhatsApp
The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.
Twilio launches tools for human & AI conversations
Businesses can now retain customer context across voice, messaging and AI hand-offs as Twilio broadens its engagement platform.
RingCentral adds RCS, AI & Teams tools for business
Businesses will be able to verify texts and calls more easily as RingCentral expands RCS, AI and Microsoft Teams support across key markets.
HCLTech signs DP World Tour digital experience deal
Fans will get a revamped website and app as the tour deepens direct digital engagement and broadens commercial ties across Europe.
Retailers slow expansion as economic pressures bite
Fewer than one in six retail executives are chasing strong growth as inflation, trade disruption and geopolitical instability squeeze margins.
Cognizant & Google Cloud launch AI retail contact centre
Retailers are being pitched AI tools that can cut routine contact volumes while improving speed and continuity across channels for shoppers.
Adobe names winners of 2026 Experience Maker Awards
Customer engagement gains, including a USD $1 billion revenue impact at Lenovo, topped Adobe’s 2026 Experience Maker Awards shortlist.
Adobe launches AI brand visibility tools for businesses
Businesses must now manage how AI systems interpret their brands, as Adobe sees discovery traffic from chat tools and browsers rising fast.
8x8 launches AI Studio for customer experience agents
Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.
LoyaltyLion returns with Loyalty Connect retention event
Retailers are under pressure to cut acquisition costs as the two-day online event examines how loyalty schemes can boost repeat purchases and margins.
FintechOS launches AI platform for banks & insurers
Banks and insurers could cut implementation times from months to weeks as FintechOS 8 adds governed AI and new product operations tools.
8x8 wins Gold for Engage at New York design awards
Customer-facing staff may handle chats and calls more easily after 8x8 Engage won Gold at the NY Product Design Awards.