Will the Real Omnichannel Please Stand Up?

Customer experience: Omnichannel requires the delivery of an omniscient customer experience. Consumers want to start their shopping experience in one channel and continue it in another, and they expect customer service to offer the same continuity. True omnis are enabling a universal customer experience by integrating all of their customer intelligence data and making it available to the customer and sales team. Sales associates can access a shopper's purchase history on a tablet, tailor their interaction based on the shopper's recent actions in other channels, and walk them through all available product options on an in-store kiosk.