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
Maestra posts USD $833,000 in new ARR on demand shift
Maestra says brands are ditching fragmented marketing stacks as quarterly new ARR more than doubled plan, with inbound sales topping half of new business.
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.
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
Interviews
Interviews and video coverage from the networkRecent Omnichannel News
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.
HCLTech signs DP World Tour digital experience deal
HCLTech to overhaul DP World Tour's web and app experience in multi-year deal that also makes it an Official Marketing Partner across Europe.
Retailers slow expansion as economic pressures bite
Retailers trim expansion plans as geopolitical turmoil and inflation bite, with fewer than one in six executives pursuing strong growth strategies.
Cognizant & Google Cloud launch AI retail contact centre
Cognizant and Google Cloud have unveiled an AI-powered retail contact centre, with early trials claiming up to 85% query containment and faster service.
Adobe names winners of 2026 Experience Maker Awards
Adobe names 2026 award winners as Costa Crociere, TSB Bank, the NFL and Lenovo are honoured for data-led customer engagement.
Adobe launches AI brand visibility tools for businesses
Adobe expands Experience Manager with AI visibility tools as businesses race to control brand truth across chat services and AI-driven shopping.
8x8 launches AI Studio for customer experience agents
8x8 unveils AI Studio to let customer experience teams build agents with natural language, aiming to cut integration delays and costs.
LoyaltyLion returns with Loyalty Connect retention event
LoyaltyLion brings back its Loyalty Connect virtual series, with more than 20 speakers set to unpack retention tactics as acquisition costs climb.
FintechOS launches AI platform for banks & insurers
FintechOS rolls out FintechOS 8 preview, pairing governed AI with product workflows for lenders and insurers as it eyes launch later this quarter.
8x8 wins Gold for Engage at New York design awards
8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.
Minor Hotels unveils global AI platform with Google
Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.
Twilio survey finds conversational AI adoption gap widens
Twilio survey shows conversational AI is moving from pilots to live use, with current adopters reporting stronger governance confidence and clearer business gains.
Infobip embeds AI across operations at DevDays 2026
Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.
Apple launches Business platform to streamline company tools
Apple rolls out Business platform for companies, bundling device management and brand tools as it replaces Manager and Connect.
InDebted launches API for AI collections compliance
InDebted unveils a standalone API to check AI-written debt collection messages in real time, flag vulnerability and create audit trails.
Gamma urges staged AI rollouts to cut CX transformation risk
Gamma urges firms to phase AI customer experience rollouts, boosting governance and testing to cut disruption and data quality risks.
Constructor debuts AI agent for eCommerce merchandising
Constructor unveils Merchant Intelligence Agent, an AI copilot to explain, optimise and automate eCommerce search and merchandising decisions.