Online Grocery Sales Power Omnichannel Growth as Market Poised to Reach $452 Billion by 2028

Automating routine tasks in your omnichannel strategy can boost customer satisfaction by making interactions faster and smoother. It helps you deliver personalized messages at just the right moment without needing constant manual input. Work together to transform the raw numbers into actionable insights. Track the KPIs in a spreadsheet and review them monthly with your team. Treat each improvement as a learning opportunity that builds toward your larger vision. Implement your changes, gather customer feedback, and measure the results.

At Currys, a market-leading technology retailer in the U.K., its omni-channel shoppers are 27% more likely to shop again compared to those who only use one channel. Take a cue from a few brands that have found omni-channel success. These tools are critical because they give you a comprehensive view of each customer’s interactions and preferences. The foundation of an effective omni-channel approach begins with consolidating and harmonizing customer data from all your touchpoints into a single source of truth.

Remember, efficiently executing an omnichannel strategy requires only that you’re everywhere your customers are. This omnichannel user journey leverages information about one sales channel to invite the customer to participate in another. After moving to omnichannel retail, the brand saw a 45% increase in YOY sales. Remember, omnichannel customers spend more, especially when the effort is used as part of an intentional customer retention strategy.

The fix starts with a customer data platform that consolidates behavioral, transactional, and profile data into a single, real-time view. A mature omnichannel approach doesn’t just improve the customer side; it tightens operations. We power this with Bloomreach Data Engine, which unifies customer data across every touchpoint and makes it actionable for omnichannel orchestration and personalization at scale. With a single customer view, you can create content and offers that match where a customer actually is in their journey, not where you assume they are based on one channel’s data. A good omnichannel strategy focuses on the entire customer experience, not the customer’s individual experiences on different channels. What has changed is the technology available to actually deliver on it, the customer expectations surrounding it, and the cost of getting it wrong.

What Is Omnichannel Commerce?

To do this effectively, consider using tools like heat maps, cross-channel tracking software, or analytics data. An “omnichannel trend” is any shift that changes how customers behave, how teams operate, or how technology enables the experience across those touchpoints. Unlike multichannel, where each channel operates independently, omnichannel ensures that customer data, inventory, and messaging stay synchronized across all touchpoints. The case for omnichannel is clear, but most brands hit the same friction points before they see results. These data and insights were compiled by the Capital One Shopping team based on publicly available data.

Behind the Scenes of a Remarkable Store Operations Improvement Project

There is a need for deeper engagement in a fragmented media landscape, where consumers encounter brands through countless touchpoints. Competitive differentiation is increasingly based on experience, not presence alone. People now expect a brand to recognize them across channels, not restart interactions from zero.

CDP, Journey orchestration, and AI-powered analytics for revenue growth

In 2026, omnichannel marketing performance will be based on relevance, speed, and coordination across every customer touchpoint. This year, omnichannel leaders will utilize real-time data and AI to deliver fast and consistent experiences across every touchpoint Integrating social commerce into your omnichannel strategy means treating these platforms as full sales channels with customer data flowing back to your core systems.

• AI has moved from a theoretical advantage to practical infrastructure for omnichannel commerce, and Loomi AI is built specifically to bridge the gap between offline and online channels.
• They no longer have to search and search to find you because, regardless of the channel they’re on, your team or your products are only a click, an email, a direct message, or a phone call away.
• At Currys, a market-leading technology retailer in the U.K., its omni-channel shoppers are 27% more likely to shop again compared to those who only use one channel.
• Everything you need to support customers and empower teams—all in one place, available out of the box
• "Will joins MoneyGram at an important time in this journey. His extensive experience building and scaling global payments businesses across retail and digital channels will accelerate our omnichannel strategy and further strengthen the connected experiences we're delivering to customers and partners around the world."

Omnichannel marketing is becoming more common as businesses leverage technology to integrate marketing channels and close the gap between different touchpoints. Explore omnichannel marketing, including why it’s valuable and how to develop your omnichannel marketing strategy. Omnichannel marketing uses multiple marketing channels to deliver consistent brand messaging, streamline the customer experience, and inspire loyalty. Discover omnichannel marketing, why it’s important for designing a customer journey, and how to build your omnichannel marketing strategy.

While Facebook Marketplace's direct analytics might be simpler than a complete ecommerce platform, pay attention to what you can track. Facebook Marketplace makes it accessible, especially for small businesses and startups. Facebook leveraged this omnichannel reach, tapping into the needs of individual sellers, startups, and small businesses with Facebook Marketplace. In this program, you’ll take on real-world-inspired projects that explore how brands build meaningful connections through storytelling, digital innovation, and strategic planning. Digital Engagement Transforms Grocery Shopping 2026 is part of an ongoing FMI and NIQ research series examining omnichannel growth, ecommerce performance and emerging technology across the grocery industry.

OPPORTUNITIES TO GET INVOLVED

Also, organizations using data to train AI-powered tools generally endeavor toward good data governance practices, meaning that the technology and data they draw on are as explainable and transparent as possible. Effective data management is the foundation of a seamless omnichannel experience, and trustworthy data is critical for organizations deploying advanced analytics and AI. Every company approaches customer experience differently, but areas such as data collection and integration remain key for the smooth deployment of omnichannel experiences. Using workflow automation, an issue reported by a customer might be automatically assigned to a support team and prioritized based on urgency. Both tools can be critical in an omnichannel strategy, unifying customer interactions as they move across channels and continuously refining their customer experience strategies as they gain more data.

This is what allows you to integrate customer data, personalize interactions at scale, and streamline communication. Customers expect timely and efficient assistance when they seek support — whether they reach out to you through a direct message on social media, a chatbot on your website, or a phone call. With that in mind, use data to uncover insights about which parts of the customer journey you can optimize or what types of experiences your customers value most. But if you want to build customer experiences that grow loyalty and truly differentiate your brand, it will require deep integration between channels. You can also leverage data and insights from multiple channels to personalize marketing efforts, optimize pricing strategies, and enhance cross-selling and upselling opportunities.

Forage Academy Omnichannel Marketing

Get the latest research, industry insights, and product news delivered straight to your inbox. Then, you’ll need to determine which technology and solutions you’ll need to reach those goals. Currys also knows that 80% of its customers start their journey online; as a result, Currys omnichannel started its omni-channel transformation with its websites. With the right marketing automation tools, your teams can easily manage campaigns across multiple channels.

You can also A/B test variations, so that you can be sure you're creating an effective omnichannel experience. For instance, I would have my social media ad lead to my mobile website, not the desktop version. Every time you engage with customers on certain channels — whether it’s on an ad, an organic post, a private message, a phone call, or an email — you should end the engagement with a CTA.

The same Grocery Doppio/Incisiv study found that omnichannel buyers are 3x more loyal than digital-only customers, tolerating more friction before switching to a competitor. It’s the core principle behind Loomi AI, Bloomreach’s intelligence platform, which connects customer data, AI decisioning, and channel orchestration in a single system. Here are the five core benefits of a high-performing omnichannel commerce strategy. There are important differences between omnichannel and multichannel commerce. Implementing an omnichannel strategy leads to an increase in both in-store and online sales.

More efficient use of resources

Sometimes omnichannel success means not letting a customer issue slip through the cracks. That meant the brand could proactively close the loop on customer feedback with a much more omnichannel approach, covering all the bases with feedback that influences every touchpoint. This ‘test and learn’ process will help you figure out what customers expect, since positive impact on your KPIs will imply strides in the right direction. The game here is one of continual improvement, where you’ll see where things stand, take measures to improve, and then see if those measures have worked.

Omnichannel retail has become the next big leap for brands of all sizes and has led to a broad rethink of how to ensure customer satisfaction and ongoing brand loyalty. Integrate with the tools your team relies on, seamlessly connected with Freshdesk. Spot bottlenecks, monitor team performance, and turn insights into action. Set channel-specific and SLA-based rules for routing and granular, channel-based business hours to match how your team actually operates.

Let’s say you want your omnichannel strategy to help boost customer satisfaction (CSAT) scores. Your customer data and journey mapping will hopefully show you which channels are highest priorities for your customers, and you can use that to hone in on a few that need urgent care and attention. Customer retention is on the line if you lose people as they move from touchpoint to touchpoint, so it pays to know where your experiences are lacking. Use this information to make customer journey maps, and then think about how tightening your omnichannel screws can help facilitate smoother channel hopping.

Providing true omnichannel customer experience is a huge undertaking, and it’s never a solved problem. Any successful omnichannel strategy requires some thorough planning and careful consideration of your end goals – alongside a strong grasp on how you can measure the success of your efforts. McKinsey & Company, for example, found that “companies that implement omnichannel transformations report revenue growth of 5 to 15 percent and improvements in cost-to-serve efficiencies of 3 to 7 percent.” Get it right and you’ll not only drive customer loyalty, but you’ll make a positive impact on your bottom line.

Continue Reading About omnichannel

Learn what omnichannel marketing is, how it works, and how to build a strategy that retains customers and drives revenue. Connect with us for daily insights and a front-row seat to new innovations. It’s crucial to continually monitor conversion rates across channels so you can focus on the ones that deliver the best return on investment, and where to fine-tune.

• Digital business services provider ServiceNow, for example, wanted to deliver a world-class customer and partner experience across every channel and every customer journey – but that required a total revamp of their omnichannel CX practices.
• The most popular parts of omnichannel banking include 'zero drop rate' channel integration, individualizing channels for customers and marketing other channel options.
• Explore our complete portfolio of SaaS solutions and services in supply chain, finance, commerce, integration and collaboration.
• These companies started sales channel expansion, while general merchants had evolved to department stores and Big-box store electronic ordering.

They value the ability to engage with brands and buy products whenever and wherever they want. Conceptually, omnichannel is rather simple—the whole is greater than the sum of its parts. But integrating all of these touchpoints into a holistic omnichannel approach is the only way to fully realize the potential of each touchpoint. True omnichannel shopping goes beyond brick-and-mortar locations to mobile devices, online marketplaces, social media, and wherever your users browse online through retargeting ads. Enter omnichannel retail—a model that seamlessly blends various shopping channels into one unified customer experience. Multichannel refers to the use of more than one channel for marketing or customer support, whereas cross-channel emphasizes the integration and coordination of these channels to create a seamless customer journey.

It also allows them to choose their favorite channel for getting service so they don’t have to, say, get off Instagram and pick up the phone. Adopting an omnichannel approach in your marketing, sales, and service strategies has plenty of benefits. In this post, we’ll go over what omnichannel means and how you can use omnichannel strategies to build an exceptional customer experience.

Omnichannel vs. multichannel FAQ

Walmart has an integrated inventory management system that keeps track of inventory in real time across all its stores. An engaging and satisfying experience like this results in higher sales. Once your systems are connected, collect and use customer data to create unique interactions for each customer.

An omnichannel retailer has traditional methods of mass advertising integrated with emerging interactive channels. Customers tend to be looking for information in the physical store and at the same time they are getting additional information from their mobile devices about offers and possibly better prices. Put differently, in retailing omnichannel marketing has come to be understood as "hyperpersonalization".