5 Tips for Holiday Omnichannel Success

4. Win through (human) service. Building on the first point that "the experience rules," it's recommended to keep the human element in service. A service-led approach could introduce a slew of new digital touchpoints, but it should also uncover new human-driven ones as well. Video and live chat are powerful tools that add humanity to an all-digital experience and have been shown to deliver higher conversion rates.